A qualidade percebida do serviço. Uma análise das infraestruturas aeroportuárias
DOI:
https://doi.org/10.15665/dem.v15i1.1908Palavras-chave:
perceived quality, service, satisfaction, consumer behavior, airports, tourismResumo
As percepções dos clientes sobre as suas experiências de serviço são elementos-chave para o sucesso de qualquer organização e infraestruturas aeroportuárias, como qualquer outro prestador de serviços, não são excepção. Este artigo reflete, a partir de fontes originais, como, embora a satisfação dos passageiros seja um indicador importante de desempenho no campo da gestão aeroportuária, a qualidade de serviço percebida pelos passageiros tem sido negligenciada por muito tempo. Partindo da análise da importância desta infraestrutura para o desenvolvimento do transporte aéreo e do turismo, procedemos a descrever a interação dos passageiros com os elementos associados à qualidade do serviço e à satisfação. Também realiza os principais resultados encontrados na literatura relacionada. As implicações e perspectivas futuras de pesquisa são levantadas nas reflexões finais.
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Direitos de Autor (c) 2018 Claudia María Giraldo-Velásquez, Tatiana Andrea Muñoz-Vélez, Amanda Stella Valderrama, Sandra Zapata-Aguirre
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