A global index for level of service evaluation at airport passenger terminals

This paper presents a global index for the evaluation of the level of service (LOS) of the operational components at an airport. This index is useful in evaluating the overall LOS on a single scale and according to user perceptions. It is assumed that the overall LOS is a function of the LOS of individual components, such as check-in, departure lounges, etc., as well as socio-economic variables. Regression analysis is used to obtain a mathematical relationship between the global LOS ratings and the LOS of individual operational components. The methodology is illustrated with its application at São Paulo/Guarulhos international airport in Brazil, where 119 enplaning passengers were interviewed.