Loading...
Publication
Avaliação da Qualidade dos Serviços Oferecidos nos Terminais de Passageiros do Aeroporto Internacional de Luanda
| Name: | Description: | Size: | Format: | |
|---|---|---|---|---|
| 3.06 MB | Adobe PDF |
Authors
Advisor(s)
Abstract(s)
O presente trabalho de investigação culminou no principal objetivo á avaliação da satisfação dos clientes sobre os serviços oferecidos no Aeroporto Internacional 4 de fevereiro. A avaliação da satisfação do cliente, são cada vez mais comuns na gestão da melhoria contínua dos serviços oferecidos, tornando-se uma das principais preocupações dos gestores.
O estudo de satisfação procurou identificar as dimensões que mais contribuem para o resultado da satisfação global dos passageiros, 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 o nível de satisfação em relação à qualidade dos serviços prestados. A investigação foi caracterizada como uma abordagem descritiva e quantitativa com os dados recolhidos através de um questionário online, subdivididos em duas partes e processados através do programa SPSS V.25 (Software Statistical Package for the Social Science), cujo tratamento estatístico foi suportado por técnicas multivariadas.
Com os resultados apresentados, foi possível perceber que as dimensões determinantes apresentavam correlações significativas na explicação da satisfação global, concluído que os usuários não se mostraram satisfeitos com os serviços oferecidos no terminal do aeroporto de Luanda.
This research work culminated in the main objective of assessing customer satisfaction with the services offered at the International Airport 4th February. The evaluation of customer satisfaction, are increasingly common in the management of continuous improvement of the services offered, becoming one of the main concerns of managers. The study of satisfaction attributed as dimensions that most contribute to the result of the overall satisfaction of passengers, and which aspects to improve. Literature-based service review of research supporting understanding of concepts and analysis of results. Use the proposed model by Fodness and Murray as a reference to determine the level of satisfaction in relation to the quality of the services provided. An investigation was characterized as a descriptive and quantitative approach with the data collected through an online questionnaire, subdivided into two parts and processed using the SPSS V.25 program (Software Statistical Package for the Social Science), whose statistical treatment was supported by multivariate techniques. With the results obtained, it was possible to perceive that the determining dimensions presented explanatory correlations in the explanation of overall satisfaction, concluding that the users did not demonstrate with the services offered at the Luanda airport terminal.
This research work culminated in the main objective of assessing customer satisfaction with the services offered at the International Airport 4th February. The evaluation of customer satisfaction, are increasingly common in the management of continuous improvement of the services offered, becoming one of the main concerns of managers. The study of satisfaction attributed as dimensions that most contribute to the result of the overall satisfaction of passengers, and which aspects to improve. Literature-based service review of research supporting understanding of concepts and analysis of results. Use the proposed model by Fodness and Murray as a reference to determine the level of satisfaction in relation to the quality of the services provided. An investigation was characterized as a descriptive and quantitative approach with the data collected through an online questionnaire, subdivided into two parts and processed using the SPSS V.25 program (Software Statistical Package for the Social Science), whose statistical treatment was supported by multivariate techniques. With the results obtained, it was possible to perceive that the determining dimensions presented explanatory correlations in the explanation of overall satisfaction, concluding that the users did not demonstrate with the services offered at the Luanda airport terminal.
Description
Keywords
Satisfação, Cliente, Qualidade, Serviços, Aeroporto, Terminal, Melhoria Satisfaction, Customer, Quality, Services, Airport, Terminal, Improvement