ANALYSIS OF FACTORS INFLUENCING QUALITY OF SERVICE IN PASSENGER TERMINAL BUILDINGS

Abstract

Findings of a personal interview survey of departing passengers conducted to determine the factors influencing the quality of service (QOS) in a passenger terminal building (PTB) are reported. Availability of space is not the most significant factor influencing QOS from the passengers' point of view, and thus, may not be the ideal parameter to use in QOS analysis. The survey results show that the factors influencing QOS differ from one element of the PTB to another. For instance, within the circulation elements 53% of the respondents believed that information is the most important factor. Similarly, for the waiting areas the most important factor was the availability of seats and for the processing elements it was the waiting time.