Evaluation of level of service for transfer passengers at airports

de Barros, Alexandre G. and Somasundaraswaran, Kathirgamalingam and Wirasinghe, S. C. (2007) Evaluation of level of service for transfer passengers at airports. Journal of Air Transport Management, 13 (5). pp. 293-298. ISSN 0969-6997


Transfer passengers have quite different needs than those of originating and terminating passengers. For example, they do not make use of airport access roads. Other facilities may or may not be used depending on the type of transfers, the airport’s operational configuration and the airline services. Despite the increasing importance of transfer passengers for airport operations, little research has been done to determine their needs. This study analyses transfer passengers’ views on the quality of services at the terminal building, using data collected at Bandaranaike International Airport in Sri Lanka, which aspires along with the airline 'Sri Lankan' to be a major hub for South Asia. Regression analysis was used to identify the transfer passenger facilities and services with the strongest effect on the overall perception of level of service. The application of regression analysis to the data collected at Bandaranaike International Airport shows that the courtesy of the security check staff and the quality of the Flight Information Display are among the most valued by transfer passengers at that airport.

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Item Type: Article (Commonwealth Reporting Category C)
Refereed: Yes
Item Status: Live Archive
Additional Information: Author's version not held.
Faculty / Department / School: Historic - Faculty of Engineering and Surveying - No Department
Date Deposited: 18 May 2010 01:52
Last Modified: 02 Jul 2013 23:54
Uncontrolled Keywords: transfer passengers; airports; service levels; linear regression
Fields of Research : 15 Commerce, Management, Tourism and Services > 1506 Tourism > 150606 Tourist Behaviour and Visitor Experience
15 Commerce, Management, Tourism and Services > 1507 Transportation and Freight Services > 150701 Air Transportation and Freight Services
12 Built Environment and Design > 1205 Urban and Regional Planning > 120506 Transport Planning
Socio-Economic Objective: B Economic Development > 88 Transport > 8803 Aerospace Transport > 880304 Air Terminal Infrastructure and Management
Identification Number or DOI: 10.1016/j.jairtraman.2007.04.004
URI: http://eprints.usq.edu.au/id/eprint/8109

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