Fonte: Journal of Tourism & Development; v. 1, n. 17/18 (2012); 175-188
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Resumo: Customer satisfaction and it evaluation are today managers’ concerns, being increasingly common researches in order to gauge customers’ satisfaction level. The purpose of this study was to evaluate customer satisfaction in the condition of passengers in the Augusto Severo International Airport in Parnamirim / RN. This research also pretended to identify the dimensions that contribute most in the result of evaluating the overall satisfaction of passengers. We performed a literature review that served as basis for researching, understanding and analysing the results. Thereafter, the Murray Fodness model was selected to measure the level of satisfaction with the quality of services provided, based on their temporal and spatial coverage, related to air transport systems. The results show that four dimensions were significant in explaining the overall satisfaction, based on the application of logistic regression. The statistical model formulated proved to be well adjusted and explains the behaviour of customer satisfaction. The main problems identified were: confidence in the safety and premises, availability of taxi cab waiting time, availability and quality of seats, comfort and prices of the restaurants located at the airport terminal. Another perception was that satisfaction can be affected by variables characterizing marital status, age and income.
