O que valorizam os clientes numa companhia aérea quando viajam de avião?
DOI:
https://doi.org/10.57883/thij20(1)2023.31338Palavras-chave:
Companhias aéreas de baixo custo, Companhias aéreas tradicionais, Lisboa, Modelos de negócio, Qualidade, Satisfação do clienteResumo
Os clientes contam hoje com um vasto leque de opções, relativamente à escolha de companhia aérea, sejam companhias aéreas tradicionais ou companhias aéreas de baixo custo. O objetivo desta investigação é avaliar quais os fatores que os passageiros destes dois modelos de negócio mais valorizam. A investigação incidiu exclusivamente no aeroporto de Lisboa (Portugal), através da aplicação de um inquérito por questionário online a pessoas com mais de 18 anos que tivessem viajado nesse último ano em companhias aéreas tradicionais e companhias aéreas de baixo custo, independentemente do destino e da duração da viagem. A investigação permitiu concluir que o preço continua a ser considerado como um fator de maior importância na escolha de uma companhia aérea de baixo custo, com a qualidade de serviço, o conforto e a segurança a serem igualmente importantes motivos de valorização numa companhia aérea tradicional.
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Direitos de Autor (c) 2923 Tourism and Hospitality International Journal is licensed under a Creative Commons License - Attribution 4.0 International.
Este trabalho encontra-se publicado com a Licença Internacional Creative Commons Atribuição 4.0.
Este trabalho encontra-se publicado com a Licença Internacional Creative Commons Atribuição 4.0.
