ASSESSMENT AND MANAGEMENT OF QUALITY OF SERVICE AT AN AIRPORT PASSENGER TERMINAL

For the past two decades, the quality of service offered by an airport to its users -- in this case, passengers and airlines -- has emerged as one of its most important competitive tools. This period has been characterised by a relatively stable growth in air traffic of an average annual rate of 5%, enhanced deregulation (liberalisation) of air transport markets, and privatisation of both the airline and airport industry in the most important regions of the world such as north America and western Europe. This article considers a methodology for the short-term assessment and management of the quality of service provided to passengers while passing through an airport passenger terminal.