Tamanho da fonte: 

In recent years, customer satisfaction and their evaluation of the concerns of involved managers, marketing researchers and organizations interested in implementing quality programs. In the current situation where the customer is more informed and demanding, the systematic evaluation brings good results as a way to replenish and direct the efforts of an organization under the vision of its customers. The purpose of this study was to evaluate customer satisfaction in as passengers in the Augusto Severo International Airport in Parnamirim / RN. This research also sought to identify the dimensions that contribute most in the outcome of the evaluation of passenger satisfaction. A review of the literature on the subject is identified the model Fodness and Murray as the most suitable for measuring the level of satisfaction with the quality of services provided, the same is being used as the reference model. We used regression equations whose variables could structure the formation of a model has been applied Satisfaction hypothesis tests of the main parameters in order to validate or not the regression models and analysis of the quality of their settings. Data analysis led to the completion of the appropriate application in the sector under study, the model Fodness and Murray in relation being traditional models, and the five dimensions of the model adopted triggered a direct contribution to their importance in the perception of overall passenger satisfaction. The results show that these dimensions were significant in explaining satisfaction based on processing the data. The proposed statistical model proved to be well adjusted and was able to explain the behavior of customer satisfaction. The main problems identified include confidence in the safety and premises, availability of taxi, cab waiting time, availability and quality of seats, comfort and prices of the airport´s restaurants

Customer Satisfaction; Tourism; Model Fodness and Murray; Air Transportation; Multivariate Regression