By Anderson Correia, Michelle P. Bandeira, S. C. Wirasinghe
This paper applies the AHP – Analytical Hierarchy Process to determine the importance that users assign to the various components of an airport passenger terminal (APT) and their attributes. A survey of departing passengers was employed to obtain the user perceptions at São Paulo/Guarulhos International Airport, the biggest airport in South America. The results indicate that the most important components of a TPS for departing passengers are the check-in counter and the departure lounge. The paper further provides a degree of importance for components and their characteristics (processing time, courtesy, etc). The results are useful for airport planners and managers in order to assist them during the resource allocation planning, since they could provide more resources (funds, employees, etc) to components that are more important for passengers.
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