Overall level of service measures for airport passenger terminals

Correia, Anderson Ribeiro; Wirasinghe, S. C.; Barros, Alexandre G. de

doi:10.1016/j.tra.2007.10.009

Cited by 74 publications

(80 citation statements)

References 9 publications

Supporting

Mentioning

Contrasting

Unclassified

Order By: Relevance

“…These topics are, for instance, the servicescape model by Bitner (1992;see Jeon & Kim, 2012), service quality (Bogicevic, Yang, Bilgihan, & Bujisic, 2013;Fodness & Murray, 2007), service encounter (Rowley & Slack, 1999), and airport retail (Omar & Kent, 2001;Rowley & Slack, 1999). Some topics are specific to airport terminals and seek to improve objective measurements or the current conditions to enhance passenger satisfaction, for instance the level of service (LOS; Correia, Wirasinghe, & de Barros, 2008a, 2008b and wayfinding (Farr, Kleinschmidt, Yarlagadda, & Mengersen, 2012). Other research has been conducted related to the use of space and human behaviour, such as the study of dwell-time and airport space (Lloyd, 2003) or the role of space and experience (Wright, 2011).…”

Section: Research Related To the Airport Experiencementioning

confidence: 99%

“…Airports attempt to ensure acceptable service levels by implementing service quality guidelines and criteria specifically framed for airport functions and operations, which are addressed in research and international ranking (Correia et al, 2008a(Correia et al, , 2008b to enhance passenger satisfaction and create a desirable overall service experience.…”

Section: Service Marketing and Management Perspectivementioning

confidence: 99%

See 1 more Smart Citation

An Airport Experience Framework from a Tourism Perspective

2015

View full text Add to dashboard Cite

This study, by integrating the perspectives of sociological, psychological, and service marketing and management, all of which affect the passenger experience, proposes a theoretical framework for the creation of the airport experience in relation to tourism. This research responds to the current phenomenon in which airports are offering other types of experiences within the airport terminal, expanding the role of an airport from being a utility for transportation into a place where various and different values can be offered. This research explores the current airport experience and adds to research on airport experience by clarifying ten key components necessary for airport passenger experience propositions based on existing research, the current industry phenomena, and the empirical study. The paper also underlines those components that can enhance passenger experience in relation to tourism and highlights the role that airports contribute to a destination.

show abstract

Section: Research Related To the Airport Experiencementioning

confidence: 99%

Section: Service Marketing and Management Perspectivementioning

confidence: 99%

An Airport Experience Framework from a Tourism Perspective

2015

View full text Add to dashboard Cite

show abstract

“…Airports intensively monitor consumer preferences, and several literature studies have investigated consumer behaviour to improve wayfinding (Adey, 2008;Churchill, Dada, de Barros, & Wirasinghe, 2008;Correia, Wirasinghe & de Barros, 2008a), or to improve access travel times and modes of transport (Tsamboulas & Nikoleris, 2008) to support their operations processes and to increase retail revenues. However, very little is known about how consumers value the design of airport passenger and retail areas.…”

Section: Introductionmentioning

confidence: 99%

Consumer preferences in the design of airport passenger areas

Oel

Berkhof²

2013

Journal of Environmental Psychology

View full text Add to dashboard Cite

b pieterse terwel grevink advies bv, PO box 1496, 3800 BL Amersfoort, The Netherlands Keywords: Architecture, consumer preferences, discrete choice experiments, aesthetics, userinspired design AbstractIn recent decades, commercial developments have become increasingly important for the overall profit of airports. However, little is known about consumer preferences regarding the design of passenger areas, which is striking as the design of terminal buildings affects consumers' emotional state and shopping behaviour. The aim of this study was therefore to investigate how architectural design characteristics are valued by airport passengers, using visualizations of hypothetical passenger areas.Discrete choice experiments were used to investigate passenger preferences for eight design characteristics. Data on 346 passengers were collected in June 2008 in departure and transfer areas at Amsterdam Airport Schiphol.Analyses showed that passengers preferred a passenger area with a curvilinear roof, a curved layout, the presence of greenery, no decoration reflecting the distinctiveness of Holland, warm lighting, wide dimensions and white materials. Signage had no influence.Consumer preferences in the design of airport passenger areas 2

show abstract

“…A. Correira et al (2008) indicate that the ACI criteria also include waiting times, processing times, walking time, walking distance, level changes, orientation/information and space availability for passengers. They further suggest that staff 's overall attitude, appearance; ease of locating, competence/responsiveness, friendliness and availability/reliability is of importance.…”

Section: Operational Performance and Customer Satisfaction Criteriamentioning

confidence: 99%

The Use of E-Passports for Inbound Airport Border Security Screening: The Passenger Perspective

2014

View full text Add to dashboard Cite

The aim of this study was to assess the use of machine readable passport systems for inbound airport border security screening, from the perspective of the travelling public. Traditional stamped passports are increasingly being replaced by electronic documents, or e-passports, and associated screening technology. This reality has been examined from the users’ point-of-view. To investigate the use of e-passports, a survey was conducted on inbound international passengers arriving at Melbourne's Tullamarine Airport. Use in terms of usage rate, usability, ease of use, time, and satisfaction were investigated. In terms of gender, there was no difference in the five categories. For age, there was a statistical significant difference in terms of usage rate and clearance times, between younger (16 to 44 year olds) and older (45+) passengers. That is, 16 to 44 year olds were more likely to use the technology, and as a result, took less time to clear customs. The direct relationship between these is apparent, the fact that more 45+ passengers did not use the system resulted in their longer clearance times. More interesting is the fact that those 45+ passengers that utilised the system reported it was as easy to use as 16 to 44 year olds, and were equally satisfied when using the system.

show abstract

Overall level of service measures for airport passenger terminals

Cited by 74 publications

References 9 publications

An Airport Experience Framework from a Tourism Perspective

An Airport Experience Framework from a Tourism Perspective

Consumer preferences in the design of airport passenger areas

The Use of E-Passports for Inbound Airport Border Security Screening: The Passenger Perspective

Contact Info

Product

Resources

About