Publication

Avaliação da Qualidade dos Serviços Oferecidos nos Terminais de Passageiros do Aeroporto Internacional de Luanda

Bibliographic Details
Summary:	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.
Authors:	Quadros, Rui
Subject:	Satisfaction, Customer, Quality, Services, Airport, Terminal, Improvement Satisfação, Cliente, Qualidade, Serviços, Aeroporto, Terminal, Melhoria
Year:	2022
Country:	Portugal
Document type:	master thesis
Identifiers:	ID: 202930963
Access type:	Open
Associated institution:	Repositório Comum, Repositório Comum, Instituto Superior de Educação e Ciências, Repositório Comum, Instituto Superior de Ciências Educativas
Funded project code:	202930963
Language:	Portuguese
Origin:	Repositório Comum

Description
Summary:	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.