A carregar...
Publicação
Os motivos da escolha do voo : perspetivas dos utentes da TAP
| Nome: | Descrição: | Tamanho: | Formato: | |
|---|---|---|---|---|
| 1.07 MB | Adobe PDF |
Autores
Orientador(es)
Resumo(s)
O presente trabalho final de mestrado desenvolve-se no âmbito do Mestrado em Ciências Empresariais realizado no Instituto Superior de Economia e Gestão, sendo o tema da presente dissertação e investigação a "Qualidade dos serviços na aviação" e que destacará quais as características mais relevantes na perspetiva do passageiro.
A realização desta pesquisa foi elaborada na companhia aérea portuguesa TAP AIR PORTUGAL (Transportes Aéreos Portugueses), através de uma investigação do tipo quantitativo e sendo a análise documental bem como o inquérito por questionário as principais técnicas de recolha de dados.
Com a realização desta breve investigação, pretende-se auferir os parâmetros que determinam a escolha de determinada companhia aérea por parte do consumidor final. Que leva à escolha de determinada companhia aérea, na ótica do consumidor final. Neste processo foi possível concluir que a segurança, os preços das passagens e a pontualidade são os fatores mais relevantes para a escolha final da companhia aérea. Por outro lado, conclui-se ainda que a pintura das aeronaves e as refeições de bordo são os itens menos relevantes no momento da escolha do operador aéreo por parte de um potencial passageiro.
Embora a amostra fosse de conveniência, esta abrangeu passageiros significativamente distintos no que se refere ao género, faixa etária, localização geográfica e estrutura económico-social.
The present work has been developed within the scope of the master's degree in business science of "Instituto Superior de Economia e Gestão". "Quality of the Aviation Services" is the theme of the current thesis and research and it will highlight the most relevant attributes from the passenger point of view. This research was performed in TAP AIR PORTUGAL, the Portuguese major airline. A quantitative research was applied taking into consideration a documentary analysis as well as a survey (based on a pre-defined questionnaire) as the major techniques for the data collecting. The main goal of this research is to find out the key factors that determine the selection of an airline operator from the passengers' perspective. As a result, safety, ticket prices and punctuality are the most relevant factors for the airline selection. On the other hand, the aircraft external livery and the inflight meals\catering are the less significant factors regarding the airline selection. It is also important to highlight that although the sample was not quite sizeable, passengers having different characteristics (for instance gender, age, geographical location, socioeconomic condition) have been considered on the present work.
The present work has been developed within the scope of the master's degree in business science of "Instituto Superior de Economia e Gestão". "Quality of the Aviation Services" is the theme of the current thesis and research and it will highlight the most relevant attributes from the passenger point of view. This research was performed in TAP AIR PORTUGAL, the Portuguese major airline. A quantitative research was applied taking into consideration a documentary analysis as well as a survey (based on a pre-defined questionnaire) as the major techniques for the data collecting. The main goal of this research is to find out the key factors that determine the selection of an airline operator from the passengers' perspective. As a result, safety, ticket prices and punctuality are the most relevant factors for the airline selection. On the other hand, the aircraft external livery and the inflight meals\catering are the less significant factors regarding the airline selection. It is also important to highlight that although the sample was not quite sizeable, passengers having different characteristics (for instance gender, age, geographical location, socioeconomic condition) have been considered on the present work.
Descrição
Mestrado em Ciências Empresariais
Palavras-chave
Aviação Companhias aéreas Consumidor Qualidade Voos Aviation Airlines Consumer Quality Flights Services
Contexto Educativo
Citação
Gonçalves, Marta Isabel de Jesus (2020). "Os motivos da escolha do voo : perspetivas dos utentes da TAP". Dissertação de Mestrado. Universidade de Lisboa. Instituto Superior de Economia e Gestão.
Editora
Instituto Superior de Economia e Gestão