Qualidade dos serviços no Aeroporto Internacional de Salvador: um estudo sobre a percepção dos usuário s

Abstract

The International airport of Salvador, also known as “Salvador Bahia Airport”, is currently considered the eighth busiest airport in Brazil. This study’s objective consisted on checking the perception of the users of Salvador Bahia Airport regarding the quality of the customer services provided in site. A quantitative descriptive approach was used for this research, through a questionnaire, answered by 308 individuals, based on the assessment of quality of airport services, suggested by Do Nascimento, Araújo e Figueiredo, in 2011. The questionnaire intended to verify the perception of the following dimensions: Quality of Services Offered by the Terminal, Facilities of the Terminal, Courtesy and Trust on the employees, Time Spent at the Airport, Characteristics of the Seats. Through the obtained and analyzed data it was verified that the Salvador Bahia Airport received mostly positive reviews. However, atributes that were poorly reviewed and with low quality perception, that should be analyzed and improved, were identified.