A avaliação da satisfação do passageiro sobre a utilização do self check-in no Aeroporto Humberto Delgado, em Lisboa : um estudo empírico
Miniatura indisponível
Ficheiros
Data
2018
Autores
Título da revista
ISSN da revista
Título do Volume
Editora
Resumo
O presente trabalho consiste na Avaliação da Satisfação do Passageiro sobre a utilização do Self check-in, no Aeroporto Humberto Delgado, em Lisboa, tratando-se de um estudo empírico; tendo como objetivo fundamental aferir sobre o grau de satisfação e/ou de insatisfação dos passageiros quanto à utilização do Self Check-in-kiosk no processo de embarque. De modo a dar respostas às questões de investigação, e alcançar os objetivos preconizados deste projeto, foi efetuada uma entrevista ao Gestor de Segurança da ANA –Aeroportos de Portugal, S.A., e foram aplicados inquéritos/questionários junto dos passageiros, para além da análise e observação documental realizado para o estudo de caso qualitativo.
Ao constatar-se nos últimos tempos uma crescente evolução em matéria de inovação de novas tecnologias na aviação, é expetável e denota-se que com ela a natureza e tipificação dos aeroportos sofreram alterações. Dos resultados obtidos podemos constatar a satisfação do passageiro e, a real importância do Self check-in para a melhoria da gestão operacional aeroportuária no AHDL.
Hoje, já é possível os aeroportos oferecerem aos clientes diversas alternativas para realizar o Check-in, isto é, através de Self Service Check-in: por meio de quiosques de autoatendimento, web check-in, mobil check-in e Self baggage Check-in (bag drop-off). Cada vez mais os passageiros aderem a estes serviços. As companhias aéreas e os aeroportos vêem nas novas tecnologias grandes oportunidades para diminuir as despesas e máximizar os lucros, proporcionando aos clientes serviços de qualidade e eficiência na gestão operacional
The present research work consists in the evaluation of the satisfaction of the passenger about the use of Self check-inat Humberto Delgado Lisbon Airport, being an impirical study; with the objective of assessing the degree of satisfaction and / or dissatisfaction of passengers, regarding the use of Self Check-in-kiosk in the boarding process. In order to provide answers to the research questions, and to achieve the objectives of this project, an interview is conducted with the ANA – Aeroportos de Portugal, S.A., Security Manager and an inquiry / questionnaire was applied to the passengers, as well as the analysis and documentary observation performed for the qualitative case study. It is expected that, given the recent evolution of new aviation technology innovation, the nature and typification of the airports has changed. By the results obtained we can verify the satisfaction of the passenger and the real importance of Self check-in for the improvement of airport operational management in the AHDL. Today, it is already possible for airports to offer customers several alternatives to check-in, that is, through Self Service Check-in: through self-service kiosks, web check-in, mobile check-in and Self baggage Check-in (bag drop-off). More and more passengers adhere to these services. Airlines and airports see new technologies as great opportunities to cut costs and maximize profits by providing customers with quality services and operational management efficiency.
The present research work consists in the evaluation of the satisfaction of the passenger about the use of Self check-inat Humberto Delgado Lisbon Airport, being an impirical study; with the objective of assessing the degree of satisfaction and / or dissatisfaction of passengers, regarding the use of Self Check-in-kiosk in the boarding process. In order to provide answers to the research questions, and to achieve the objectives of this project, an interview is conducted with the ANA – Aeroportos de Portugal, S.A., Security Manager and an inquiry / questionnaire was applied to the passengers, as well as the analysis and documentary observation performed for the qualitative case study. It is expected that, given the recent evolution of new aviation technology innovation, the nature and typification of the airports has changed. By the results obtained we can verify the satisfaction of the passenger and the real importance of Self check-in for the improvement of airport operational management in the AHDL. Today, it is already possible for airports to offer customers several alternatives to check-in, that is, through Self Service Check-in: through self-service kiosks, web check-in, mobile check-in and Self baggage Check-in (bag drop-off). More and more passengers adhere to these services. Airlines and airports see new technologies as great opportunities to cut costs and maximize profits by providing customers with quality services and operational management efficiency.
Descrição
Orientação: José Manuel Ivo Carvalho Vicente ; co-orientação: António da Silva Mendes
Palavras-chave
MESTRADO EM GESTÃO AERONÁUTICA, TRANSPORTES AÉREOS, AIR TRANSPORT, GESTÃO AERONÁUTICA, AVIATION MANAGEMENT, SATISFAÇÃO DO CLIENTE, CLIENT SATISFACTION, OTIMIZAÇÃO, OPTIMIZATION, GESTÃO DE OPERAÇÕES, OPERATIONS MANAGEMENT, AEROPORTO HUMBERTO DELGADO, CHECK-IN, CHECK-IN