Development of level of service standards for airport check-in facilities

Neste trabalho e apresentada uma metodologia para o desenvolvimento de padroes de nivel de servico em terminais de passageiros em aeroportos em funcao da percepcao dos usuarios. O conceito fundamental desta metodologia e uma tecnica para obter valores quantitativos para a percepcao do servico oferecido aos passageiros com base em pesquisas de campo em aeroportos. Particularmente o balcao de check-in e avaliado, considerando-se os seguintes fatores: tempo de processamento, tempo de espera e espaco disponivel por usuario. O estudo utiliza dados obtidos a partir de uma pesquisa com passageiros conduzida no Aeroporto Internacional de Sao Paulo/Guarulhos. Os resultados indicam que se pode obter uma escala quantitativa de percepcao a partir de dados qualitativos de uma pesquisa.

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