Abstract
Issues related to the evaluation of the performance (quality of service) of passenger terminal buildings and the passenger perceptions of performance are discussed. According to the results of a personal interview survey of departing passengers, the variables that have a significant influence on the performance of a particular element of the terminal is quite different to those influencing performance of another element. For example, for the circulation elements, 53% of the respondents perceived Information is the most significant variable, while for the waiting areas, 44% of the respondents perceived performance to be a function of the Availability of Seats. It is only for the processing elements that Waiting Time was perceived by passengers to be a significant performance variable. Moreover, in all elements, less than 10% considered Availability of Space or the degree of freedom available for maneuvering as a variable influencing performance. On the basis of chi‐square tests of proportions, a set of sig...
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