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 ID19639
Article CategoryArticle
Authorsde Barros, Alexandre G. (Author), Somasundaraswaran, Kathirgamalingam (Author) and Wirasinghe, S. C. (Author)
Journal TitleJournal of Air Transport Management
Journal Citation13 (5), pp. 293-298
Number of Pages6
Year2007
Place of PublicationOxford, UK
ISSN0969-6997
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.

Keywordstransfer passengers; airports; service levels; linear regression
ANZSRC Field of Research 2020350806. Tourist behaviour and visitor experience
350901. Air transportation and freight services
330409. Transport planning
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Byline AffiliationsUniversity of Calgary, Canada
University of Ruhuna, Sri Lanka
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