Abstract
This paper proposes a method for analyzing level of service of toll plazas. Toll plazas scenarios were developed and evaluated through a qualitative research by toll plaza users from different Brazilian states, and by technical staff from regulating agencies and from the concessionaires responsible for toll plazas operation. The results indicate that queue length at toll booths has a strong influence on the quality of service of toll plazas as perceived by all groups. A level of service classification for toll plazas is proposed, relating the quality perceived by the different groups to the average queue length at toll booths.
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