Understanding customer expectations is key in any service context, including indentifying the differences between customer segments. Nonetheless, they remain underresearched topics in the airport industry, with limited empirical evidence on the nature of passenger expectations and how they relate to the service experienced. Therefore, the objectives of this research were twofold: first, to estimate a structural model of the relationships between customer expectations and airport service quality dimensions; second, to examine the differences between groups of passengers. Sample data from a survey administered to passengers at one of Brazil’s largest airports, in São Paulo, were used for structural equation modeling analyses. The results provided models with a good fit to the data. The findings for nonfrequent passengers showed that the effects of expectations on airport service quality were significant for all the service quality dimensions examined, whereas frequent passengers only revealed a significant relationship between expectation and the “processes” dimension. Theoretical and practical contributions to airport planning and management are discussed in light of the findings.
Este trabalho teve como objetivo desenvolver um modelo para avaliar a qualidade de serviço em aeroportos por meio de equações estruturais simultâneas. Para tanto, foram realizadas pesquisas na região de múltiplos aeroportos de São Paulo. Para a validação do modelo proposto neste trabalho, foram empregados dados obtidos em pesquisas no aeroporto de Congonhas. Foi adotada uma abordagem confirmatória ao problema de pesquisa, o que possibilitou a representação de modelo complexo das inter-relações entre os diversos fatores associados à percepção do passageiro sobre o nível de serviço e sua atitude perante o aeroporto. Os indicadores apresentados sobre a aderência do modelo demonstram que a metodologia proposta e as pesquisas de campo desenvolvidas foram adequadamente empregadas e modeladas, oferecendo um robusto modelo para que pesquisadores e profissionais da área o utilizem em análises específicas. modeladas, oferecendo um robusto modelo para que pesquisadores e profissionais da área o utilizem em análises específicas.
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