A avaliação da satisfação do passageiro da TACV-Cabo Verde Airlines

António Carrizo Moreira; Dénise Isabel Monteiro Delgado

doi:10.34624/rtd.v0i9.13683

António Carrizo Moreira Universidade de Aveiro
Dénise Isabel Monteiro Delgado ISCTE

DOI: https://doi.org/10.34624/rtd.v0i9.13683

Keywords: Satisfaction in services, Airlines services, TACV

Abstract

This article has two main objectives: firstly, the measurement of the perception of the passenger’s satisfaction provided by TACV-Cabo Verde Airlines and, secondly, the identification of the most important dimensions of the TACV passenger’s satisfaction. For this purpose a factor analysis was carried out.
During the study it was intended to assess the service provided by TACV in two different moments: the services previously provided by the firm and the last service provided.
The conclusions were clear: on one hand, there was an improvement in 18 of the 19 items used to assess the customer’s satisfaction in the last service provided by TACV vis-à-vis the services previously provided and, on the other hand, the personnel characteristics, reliability and empathy were identified as the main three dimensions in the assessment of the last service provided by TACV.