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OCR for page 129
Selecting Potential Strategies and Supporting Technologies 129 Ease of circulation--Clear wayfinding and ease of circulation, both for drivers and pedestri- ans, including the efficiency of the garage ramping system. Express ramp systems are usually more efficient in delivering cars to and from available parking spaces. Time required to locate an available parking space--The in-vehicle travel time between when customers enter a parking facility and when they park. Shorter travel times equate to a higher level of customer service. Time spent at the entry or exit of a parking facility--The amount of time customers wait in a vehicle queue at either the entry or exit plaza. Parking services or technologies that reduce this time equate to a higher level of customer service. Number of level changes--The number of times customers must change levels while walk- ing between their parking spaces and their destinations. Fewer level changes equate to a higher level of customer service. Perception of security for vehicle and customer--Customers' perceived level of security and safety for their parked vehicles and for themselves as they travel between their parking spaces and the terminal building. A perception of safety and security equates to a higher level of cus- tomer service. This perception may be enhanced by bright lighting, glass-enclosed stairways or elevators, and unobstructed view lines (e.g., those that are not limited by interior ramps, shear walls, closely spaced columns, or other objects). Perception of cleanliness--The cleanliness and maintenance of a facility may affect customer perception of a facility and the level of service it offers. A clean, well maintained facility is more appealing than a facility that contains dirt and trash strewn about, oil drippings, and odors and that is dimly lit. Availability of advance information--The timely availability of accurate information regard- ing key factors that may influence customer decisions on which parking facility or product they will choose. These factors could include parking fees, space availability, roadway conges- tion, and services provided by a parking product. Some of this information (e.g., parking rates and services, roadway congestion) may need to be available for customers as they depart for the airport while other information may be more important once customers are closer to the airport (e.g., parking space availability for a specific facility or product). Services that provide the proper information at the proper time in a customer's journey to the airport equate to a higher level of customer service. Availability of additional services--The number and range of available useful products or services from which customers may choose. A large menu of services equates to a higher level of customer service, as long as the product offerings are not confusing to customers. Baggage assistance--The availability of services that reduce the distance customers must carry their baggage as they travel between their parking spaces and their destinations within the ter- minal building. Services that reduce this distance equate to a higher level of customer service. Customer independence--The extent to which customers do not have to rely on other ser- vices (i.e., a shuttle bus) during their parking experience. Parking products or services that allow customers to walk between their parking spaces and the terminal building equate to a higher level of customer service. Customer satisfaction measures--Feedback from customers and independent assessments (such as mystery parkers) regarding parking products and services. High scores or few com- plaints from independent assessments equate to a higher level of customer service. Enhance Parking Revenues For public parking at airports, the effect of a parking product or service on parking revenues is typically based on the following factors: Gross revenues--The amount of total revenues generated by a parking product, service, or facility.