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首页> 外文期刊>Journal of airport management >Analysis of waiting times in the baggage claim area of an airport passenger terminal
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Analysis of waiting times in the baggage claim area of an airport passenger terminal

机译：机场旅客航站楼行李认领区的等候时间分析

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摘要

The development of level-of-service measures has been a major issue for airport operators worldwide. Research on the quality of airport passenger terminal services is being performed to reduce costs, redirect investment and increase the level of customer satisfaction.The main objective of this research is to develop standard waiting-time measures for luggage in airport baggage claim areas according to user perceptions. The present study applied psychometrical scaling theory using the method of successive categories to provide causal relationships between passenger perceptions and waiting times in baggage claim areas. Finally, the level-of-service standards proposed for Brazilian airports were compared with a similar airport in Canada.The results indicated that Brazilian passengers are slightly more demanding than Canadian passengers and those passengers in Fortaleza are the most demanding of the studied Brazilian airports.
机译：服务水平措施的制定一直是全球机场运营商的主要问题。为了降低成本，重定向投资并提高客户满意度，正在进行机场客运站服务质量的研究。这项研究的主要目的是根据用户制定机场行李认领区行李​​的标准等待时间措施。知觉。本研究应用心理测度定标理论，采用连续类别的方法来提供行李认领地区的乘客感知与等待时间之间的因果关系。最后，将巴西机场拟议的服务水平标准与加拿大的类似机场进行了比较，结果表明巴西旅客的需求量比加拿大旅客稍高，福塔莱萨的旅客对巴西机场的需求量最大。

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