Produção Nacional
Revisado por pares
QUALIDADE DOS SERVIÇOS NO AEROPORTO INTERNACIONAL DE SALVADOR: UM ESTUDO SOBRE A PERCEPÇÃO DOS USUÁRIOS
2024; UNIVERSIDADE DE CAXIAS DO SUL; Volume: 15; Issue: 4 Linguagem: Inglês
10.18226/21789061.v15i4p929
ISSN2178-9061
AutoresGABRIELA CERQUEIRA BRENNEISEN MACEDO, Luciana Alves Rodas Vera,
Tópico(s)Aviation Industry Analysis and Trends
ResumoSalvador International Airport is currently considered the eighth busiest airport in Brazil. The objective of this article was to verify the perception of users of the Salvador International Airport regarding the quality of the services provided. For this research, a quantitative-descriptive approach was used, with the application of a questionnaire with 308 individuals, which was based on the model for measuring the quality of air terminal services proposed by Nascimento, Araujo and Figueiredo (2011). The questionnaire verified the perception of the dimensions: Quality of Services Offered by the Terminal, Facilities at the Terminal, Courtesy and Trust in Employees, Time Spent at the Airport, Characteristics of Seats and Prices. Through the data obtained and analyzed, it was found that the Salvador International Airport received mostly positive evaluations. However, attributes poorly evaluated and with a low perception of quality were identified, which should be better analyzed and improved.
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