Development of level of service standards for airport check-in facilities
DOI:
https://doi.org/10.14295/transportes.v13i2.99Abstract
Neste trabalho é apresentada uma metodologia para o desenvolvimento de padrões de nível de serviço em terminais de passageiros em aeroportos em função da percepção dos usuários. O conceito fundamental desta metodologia é uma técnica para obter valores quantitativos para a percepção do serviço oferecido aos passageiros com base em pesquisas de campo em aeroportos. Particularmente o balcão de check-in é avaliado, considerando-se os seguintes fatores: tempo de processamento, tempo de espera e espaço disponível por usuário. O estudo utiliza dados obtidos a partir de uma pesquisa com passageiros conduzida no Aeroporto Internacional de São Paulo/Guarulhos. Os resultados indicam que se pode obter uma escala quantitativa de percepção a partir de dados qualitativos de uma pesquisa.
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