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Title: Functional efficiency in airport terminals: A review on Overall and Stratified Service Quality
Authors: Thampan A.
Sinha K.
Gurjar, Bhola Ram
Rajasekar, Elangovan
Published in: Journal of Air Transport Management
Abstract: This paper presents a review of the existing approaches for functional efficiency assessment in airport passenger terminal buildings (PTB). The literature has been classified into two broad study levels and a set of 58 Key Performance Indicators are identified. These are further classified based on their application in processing, holding and circulation activities and sub-classified as objective and subjective indicators. Analytical methods adapted for service quality (SQ) assessments are comprehended. This paper identifies emerging Stratified SQ indicators and stochastic approaches for performance evaluation considering the spatial, operational and technological transformations of PTBs. Critical gaps from literature and scope for further research are discussed. ¬© 2020 Elsevier Ltd
Citation: Journal of Air Transport Management(2020), 87(): -
Issue Date: 2020
Publisher: Elsevier Ltd
Keywords: Airport terminal
Functional efficiency
Key performance indicator
Level of service
Service quality
ISSN: 9696997
Author Scopus IDs: 57217256582
Author Affiliations: Thampan, A., Centre for Transportation Systems, Indian Institute of Technology Roorkee, Roorkee, 247667, India
Sinha, K., Department of Architecture and Planning, Indian Institute of Technology Roorkee, Roorkee, 247667, India
Gurjar, B.R., Centre for
Funding Details: The authors would like to acknowledge the financial support extended by Department of Science and Technology , India (Grant No: TMD/CERI/BEE/2016/071 ).
Corresponding Author: Thampan, A.; Centre for Transportation Systems, Indian Institute of Technology RoorkeeIndia; email:
Appears in Collections:Journal Publications [AR]
Journal Publications [CE]

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