Análise do desempenho das companhias aéreas brasileiras através da escala SERVQUAL

Abstract

In the last ten years, the Brazilian air sector has grown faster annually than the Gross Domestic Product. This growth has stimulated competition and improved the quality of services in airlines. Thus, companies need to know their customers and foment long-term relationships. Based on this premise, we used the SERVQUAL instrument to evaluate the current services provided by Brazilian civil aviation companies on domestic flights. In assessing the gap between the expectation and the performance of the service, all the questions were negative. Through the analysis of gaps and perceptions, it was observed that the items with better performance were clear communication between the staff and customers. To assess the quality of national air services, it was observed that the SERVQUAL Model can be used to complement data from the National Civil Aviation Agency and the Civil Aviation Department. The tool proved effective in measuring the quality of air travel services.