Evaluation of level of service for transfer passengers at airports

Article

de Barros, Alexandre G., 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. https://doi.org/10.1016/j.jairtraman.2007.04.004

Article Title	Evaluation of level of service for transfer passengers at airports
ERA Journal ID	19639
Article Category	Article
Authors	de Barros, Alexandre G. (Author), Somasundaraswaran, Kathirgamalingam (Author) and Wirasinghe, S. C. (Author)
Journal Title	Journal of Air Transport Management
Journal Citation	13 (5), pp. 293-298
Number of Pages	6
Year	2007
Place of Publication	Oxford, UK
ISSN	0969-6997
	1873-2089
Digital Object Identifier (DOI)	https://doi.org/10.1016/j.jairtraman.2007.04.004
Abstract	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.
Keywords	transfer passengers; airports; service levels; linear regression
ANZSRC Field of Research 2020	350806. Tourist behaviour and visitor experience
	350901. Air transportation and freight services
	330409. Transport planning
Public Notes	Files associated with this item cannot be displayed due to copyright restrictions.
Byline Affiliations	University of Calgary, Canada
	University of Ruhuna, Sri Lanka

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