Periódico: Gran Tour - Revista de Investigaciones Turísticas
Fonte: GRAN TOUR, REVISTA DE INVESTIGACIONES TURÍSTICAS; Núm. 14 (2016): Gran Tour, Revista de Investigaciones Turísticas - Nº 14 (Julio-Diciembre)
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Resumo: The aim of this article is to assess the perceived quality of airport services by the corporate demand sector in the Airport of Bahía Blanca city, Argentina -in 2013- by the application of SERVQUAL model, from a processes approach.
The authors propose to adapt this model to the characteristics of airport services used by the demand sector studied, including also the process approach. It is an applied research from a theoretical and methodological quality-quantitative approach. Its scope is exploratory and then descriptive. It is a not-experimental research design and the evaluation of the phenomenon is transversal.
The results show that the perception of quality services reflects deficiencies in the provision of airport involved in the Transit Passengers Process which in turn, causes different levels of dissatisfaction among corporate travelers.
