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Estratégia fundamental e controlo da qualidade nos Aeroportos de Luanda e Cabinda
| Name: | Description: | Size: | Format: | |
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| 1.34 MB | Adobe PDF |
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Advisor(s)
Abstract(s)
O presente trabalho tem como objetivo principal a avaliação da qualidade dos
serviços prestados a passageiros nos aeroportos. Esta avaliação tem como base de estudo a
acção das companhias áreas, nomeadamente as existentes nos Aeroportos de Luanda e
Cabinda. Verifica-se que é cada vez mais comum a preocupação por uma melhoria na gestão
dos serviços oferecidos, tornando-se um dos principais objetivos dos gestores. O presente
trabalho visa analisar a gestão em conjunto xom ao serviço disponíveis no que se refere as
competências para o exercício da função, e no desenvolvimento e implemntação, tendo em
conta a maximização do capital humano, no contexto organizacional, visando atingir metas
traçadas pelas mesmas.
O estudo da avaliação da qualidade procurou identificar as dimensões que mais
contribuem para o resultado da satisfação global dos passageiros e companhia Aéreas, e quais
os aspetos a melhorar. A revisão da literatura serviu de base à investigação apoiando a
compreensão dos conceitos e análise dos resultados. Utilizou-se como referência o modelo
proposto de Fodness e Murray, para apurar a qualidade e o nível de satisfação em relação à
qualidade dos serviços prestados pelos funcionários do aeroporto, mediante procedimentos
implementados pelos seus gestores. A investigação foi caracterizada como uma abordagem
descritiva e quantitativa com os dados recolhidos através de um questionário online.
Através dos resultados apresentados e dos modelos usados pelos gestores dos
aeroportos pode-se verificar através da avaliação de seus serviços, a análise do conflito de
interesses, integração das perspectivas de passageiros e Companhias Aéreas, e identificação
de oportunidades de forma a existir uma melhoria de serviço com finalidade à satisfação
global.
The main objective of this work is to evaluate the quality of services provided to passengers at airports. This assessment is based on the study of the action of airlines, namely those existing at Luanda and Cabinda Airports. It appears that the concern for an improvement in the management of the services offered is increasingly common, becoming one of the main objectives of managers. The present work aims to analyze the joint management with the available service with regard to the skills for the exercise of the function, and in the development and implementation, taking into account the maximization of human capital, in the organizational context, aiming to achieve goals set by the same. . The quality assessment study sought to identify the dimensions that most contribute to the overall satisfaction of passengers and airlines, and which aspects need improvement. The literature review served as a basis for the investigation, supporting the understanding of the concepts and analysis of the results. The model proposed by Fodness and Murray was used as a reference to determine the quality and level of satisfaction in relation to the quality of services provided by airport employees, through procedures implemented by their managers. The investigation was characterized as a descriptive and quantitative approach with data collected through an online questionnaire. Through the results presented and the models used by airport managers, it is possible to verify through the evaluation of their services, the analysis of the conflict of interests, integration of the perspectives of passengers and airlines, and identification of opportunities in order to improve service with the aim of global satisfaction.
The main objective of this work is to evaluate the quality of services provided to passengers at airports. This assessment is based on the study of the action of airlines, namely those existing at Luanda and Cabinda Airports. It appears that the concern for an improvement in the management of the services offered is increasingly common, becoming one of the main objectives of managers. The present work aims to analyze the joint management with the available service with regard to the skills for the exercise of the function, and in the development and implementation, taking into account the maximization of human capital, in the organizational context, aiming to achieve goals set by the same. . The quality assessment study sought to identify the dimensions that most contribute to the overall satisfaction of passengers and airlines, and which aspects need improvement. The literature review served as a basis for the investigation, supporting the understanding of the concepts and analysis of the results. The model proposed by Fodness and Murray was used as a reference to determine the quality and level of satisfaction in relation to the quality of services provided by airport employees, through procedures implemented by their managers. The investigation was characterized as a descriptive and quantitative approach with data collected through an online questionnaire. Through the results presented and the models used by airport managers, it is possible to verify through the evaluation of their services, the analysis of the conflict of interests, integration of the perspectives of passengers and airlines, and identification of opportunities in order to improve service with the aim of global satisfaction.
Description
Keywords
Estratégia fundamental e controlo da qualidade nos Aeroportos de Luanda e Cabinda Quality; Airport Services; Airport; Management, Managers