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SERÁ A TAAG A PRIMEIRA ESCOLHA PARA LUANDA?
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Advisor(s)
Abstract(s)
O presente trabalho tem por objetivo apresentar os dados de investigação relativos aos problemas encontrados relativamente ao Serviço prestado ao cliente da companhia
Aérea TAAG.
A qualidade de serviço ao cliente tem sido cada vez mais uma das influenciadoras comportamentais dos consumidores e a qualidade de serviço percecionada pelos
passageiros da TAAG sobre o serviço a bordo, pré bordo e pós bordo ainda não foram profundamente estudadas nem foram encontrados dados relativas á mesma. A
elaboração desta dissertação tem como objetivo geral estudar de que forma a gestão de qualidade de serviço na TAAG, é eficiente e vai ao encontro das necessidades do mercado e dos Clientes. Tem como objetivo específico a identificação das principais lacunas detetadas e na apresentação de um conjunto de sugestões de melhoria dos
serviços da TAAG à administração e responsáveis pela gestão da mesma. Dai emergiu o nosso problema de investigação e que se concretiza nas seguintes questões:
Qual o nível de satisfação dos passageiros com os serviços prestados pela TAAG na
rota de Luanda? Em que medida influencia a opção dos passageiros pela companhia?
Para respondermos às questões de investigação, formulámos as seguintes análises:
1. Caracterização dos perfis dos passageiros que viajam para Luanda na TAAG e na TAP.
2. As (não) preferências pelas companhias dos passageiros que viajam para
Luanda.
3. Avaliar a satisfação dos clientes da TAAG com os serviços prestados.
4. Verificar quais os fatores que mais influencia têm na satisfação global.
O percurso metodológico para esta dissertação centrou-se numa abordagem mista. Assim, foi usada a técnica do inquérito e recorreu-se também à da entrevista.
De um modo geral, os objetivos foram alcançados na totalidade. A perceção dos serviços prestados pela TAAG encontra se num modo pouco satisfatório, e precisam de reformas no que toca ao pessoal de cabine e frota, nos procedimentos de check-in e check-in online e acolhimento nos assentos e entretinimento a bordo.
The present work aims to present the investigation data related to the problem found in relation to the customer service of the airline TAAG. The quality of customer service has increasingly been one of the behavioral influencers of consumers and the quality of service perceived by TAAG passengers on the service on-board, pre-board and post-board has not yet been studied in depth and data related to the same. The elaboration of this dissertation has the general objective of studying how the service quality management at TAAG is efficient and meets the needs of the market and Customers. Its specific objective is to identify the main visible gaps and to present a set of suggestions for improvement to TAAG services with the administration and those responsible for its management. From there emerged our research problem, which is expressed in the following questions: How satisfied are passengers with the services provided by TAAG on the route of Luanda? To what extent does it influence the choice of passengers for the company? To answer the research questions, we formulated the following analyzes: 1. Characterization of the profiles of passengers traveling to Luanda on TAAG and TAP. 2. The (non) preferences for the airlines of passengers traveling to Luanda. 3. Assess the satisfaction of TAAG customers with the services provided. 4. Check which factors have the greatest influence on overall satisfaction. The methodological path for this dissertation was centered on a mixed approach. Thus, the survey technique was used, and the interview technique was also used. In general, the objectives were fully achieved. The perception of the services provided by TAAG is in an unsatisfactory way, and they need reforms with regard to cabin and fleet personnel, in the procedures for online check-in and check-in and comfort of seats and also entertainment on-board.
The present work aims to present the investigation data related to the problem found in relation to the customer service of the airline TAAG. The quality of customer service has increasingly been one of the behavioral influencers of consumers and the quality of service perceived by TAAG passengers on the service on-board, pre-board and post-board has not yet been studied in depth and data related to the same. The elaboration of this dissertation has the general objective of studying how the service quality management at TAAG is efficient and meets the needs of the market and Customers. Its specific objective is to identify the main visible gaps and to present a set of suggestions for improvement to TAAG services with the administration and those responsible for its management. From there emerged our research problem, which is expressed in the following questions: How satisfied are passengers with the services provided by TAAG on the route of Luanda? To what extent does it influence the choice of passengers for the company? To answer the research questions, we formulated the following analyzes: 1. Characterization of the profiles of passengers traveling to Luanda on TAAG and TAP. 2. The (non) preferences for the airlines of passengers traveling to Luanda. 3. Assess the satisfaction of TAAG customers with the services provided. 4. Check which factors have the greatest influence on overall satisfaction. The methodological path for this dissertation was centered on a mixed approach. Thus, the survey technique was used, and the interview technique was also used. In general, the objectives were fully achieved. The perception of the services provided by TAAG is in an unsatisfactory way, and they need reforms with regard to cabin and fleet personnel, in the procedures for online check-in and check-in and comfort of seats and also entertainment on-board.
Description
Keywords
Customer Service, Quality Service, Customer Satisfaction, Serviço a bordo, TAAG. Customer Service, Quality Service, Customer Satisfaction, In-flight Service, TAAG.