Publication | Closed Access
CRITERIA FOR EVALUATING QUALITY OF SERVICE IN AIR TERMINALS
29
Citations
0
References
1994
Year
Total Quality ManagementCustomer SatisfactionEngineeringAir TerminalsQuality EvaluationAir Transport SystemService QualityAttitudinal SurveySystems EngineeringLogisticsTransportation EngineeringAir Traffic ControlDesignUser ExperienceMarketingTransportation SystemBusinessQuality CharacteristicMontreal International Airport
A set of indexes for evaluating the quality of service in air terminals is presented. It is assumed that quality is comfort and convenience as perceived by users, and a set of indexes that makes evaluation simple and fast is proposed. These indexes represent several terminal characteristics (e.g., walking distance, accessibility, availability of seats, and orientation) identified by passengers during an attitudinal survey at Montreal International Airport at Dorval, Quebec, as well as the conventional level-of-service measures such as density and delays. Six intervals are defined for each index, and each interval represents a specific level of service offered to users. These indexes may be used easily to evaluate the quality of service in other multimodal terminals.