Overall level of service measures for airport passenger terminals

Overall level of service (LOS) measures for airport passenger terminals are presented in this paper. These measures are useful to evaluate the overall LOS in a single scale, according to user perceptions. The procedure consists of observing passengers and collecting several socio-economic and physical variables that might influence the user evaluation of the airport as a whole. A psychometric scaling technique is used to obtain quantitative LOS ratings from survey data. Regression analysis is used to obtain mathematical relationships between the quantitative LOS ratings and global indices (total service time, total walking distance and two orientation indices). The methodology is illustrated with its application at São Paulo/Guarulhos International Airport in Brazil.