The competition among airlines or among airports aiming to increase the demand for its services has been increasing. Knowing the perception of the users for the offered services is important in order to meet the customer's needs and expectations in order to keep the customer, and therefore keep a significative advantage over competitors. The passenger of air transportation wants rapidity, security and convenience. A survey was conducted in six Brazilian airports during 2002 in order to determine the best indicators in the passenger's perception of quality services. These indicators were listed in the handbook of Airports Council International (ACI). The survey was conducted in the airports of Brasilia, Porto Alegre, Salvador. Fortaleza, Curitiba and Belem. This work is a way to help improve quality of service, in particular, in these six airports of the Brazilian network. This paper presents a methodology for evaluating the quality of airport services.
Convenient Airports: Point of View of the Passengers
2005
16 pages
Report
Keine Angabe
Englisch
CONVENIENT AIRPORTS: POINT OF VIEW OF THE PASSENGERS
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