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As companhias Aéreas voltadas para a satisfação dos clientes.
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| 1.58 MB | Adobe PDF |
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Abstract(s)
O presente Trabalho Final de Mestrado (TFM), subordinado ao tema: “As Companhias Aéreas Voltadas para a Satisfação dos Clientes - Um Estudo de Caso sobre a Ryanair, a Companhia Aérea Líder Europeia das Baixas Tarifas”, está assente num estudo exploratório no âmbito do transporte aéreo sobre a companhia aérea Ryanair, cuja estratégia está associada a um serviço standard, onde o cliente paga pelos serviços adicionais, já que a companhia aérea só garante o lugar no avião.
O modelo de negócio da companhia em questão é focado ao preço e à redução de custos. Aliás, é o modelo tradicional das companhias aéreas Low Cost Carrier.
Verifica-se hoje, uma crescente oferta de lugares de avião a preços baixos, sobretudo na América do Norte e agora também na Europa, impulsionando a Ryanair a desenhar constantemente políticas que visem melhorar os serviços prestados, eliminar a insatisfação dos clientes e dos colaboradores e a manter ou elevar cada vez mais os seus fatores de sucesso e liderança.
Todavia, o objetivo deste estudo, é explorar a evolução da Ryanair, identificar os fatores chaves para o seu sucesso económico e entender o crescimento que a companhia aérea irlandesa sediada em Dublin, República da Irlanda, tem estado a registar para tornar-se na maior companhia aérea da Europa, cujo modelo de negócio é o Low Cost Carrier, ou melhor, Ultra Low Cost Carrier, como tem sido considerado de modo particular para a companhia irlandesa Ryanair.
This Master's Final Paper (TFM), under the theme: "Airlines Focused on Customer Satisfaction - A Case Study on Ryanair, the European Leading Airline of Low Fare", is based on an exploratory study in the scope of air transport on the airline Ryanair, whose strategy is associated with a standard service, where the customer pays for additional services, as the airline only guarantees a seat on the plane. The business model of the company in question is focused on price and cost reduction. In fact, it is the traditional model of Low Cost Carrier airlines. Today, there is a growing offer of low-priced airplane seats, especially in North America and now also in Europe, prompting Ryanair to constantly design policies aimed at improving the services provided, eliminating customer and employee dissatisfaction and maintain or increasingly elevate your success and leadership factors. However, the aim of this study is to explore Ryanair's evolution, identify the key factors for its economic success and understand the growth that the Irish airline based in Dublin, Republic of Ireland, has been using to become the world's largest airline. Europe's largest airline, whose business model is the Low Cost Carrier, or rather, the Ultra Low Cost Carrier, as it has been considered particularly for the Irish airline Ryanair.
This Master's Final Paper (TFM), under the theme: "Airlines Focused on Customer Satisfaction - A Case Study on Ryanair, the European Leading Airline of Low Fare", is based on an exploratory study in the scope of air transport on the airline Ryanair, whose strategy is associated with a standard service, where the customer pays for additional services, as the airline only guarantees a seat on the plane. The business model of the company in question is focused on price and cost reduction. In fact, it is the traditional model of Low Cost Carrier airlines. Today, there is a growing offer of low-priced airplane seats, especially in North America and now also in Europe, prompting Ryanair to constantly design policies aimed at improving the services provided, eliminating customer and employee dissatisfaction and maintain or increasingly elevate your success and leadership factors. However, the aim of this study is to explore Ryanair's evolution, identify the key factors for its economic success and understand the growth that the Irish airline based in Dublin, Republic of Ireland, has been using to become the world's largest airline. Europe's largest airline, whose business model is the Low Cost Carrier, or rather, the Ultra Low Cost Carrier, as it has been considered particularly for the Irish airline Ryanair.
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Keywords
Companhias Aéreas LCC, Modelo de Negócio LCC, Ryanair, Satisfação dos Clientes, Tarifas Baixas, Estratégias, Fatores de Sucesso LCC Airlines, LCC Business Model, Ryanair, Customer Satisfaction, Low Fares, Strategies, Success Factors