Análise da importância relativa de atributos de nível de serviço em um terminal de cargas aeroportuário

Authors

  • Luiz Antonio Tozi Instituto Tecnologico da Aeronautica
  • Anderson Ribeiro Correia Instituto Tecnológico da Aeronáutica
  • Carlos Müller Instituto Tecnológico da Aeronáutica
  • David dos Santos Mendes Faculdade de Tecnologia de São José dos Campos
  • Liu Chia Feng Faculdade de Tecnologia de São José dos Campos

DOI:

https://doi.org/10.14295/transportes.v18i2.421

Abstract

Resumo: Este trabalho apresenta os resultados de uma pesquisa com clientes do terminal de cargas do Aeroporto Internacional de Campinas/Viracopos, que busca identificar a importância relativa entre atributos do nível de serviço oferecido. Técnicas de análise multivariada são empregadas para desenvolver as análises, mais especificamente a análise conjunta. Foram desenvolvidos 16 cenários montados a partir da combinação de três fatores sub-categorizados, os quais foram apresentados aos entrevistados. Os resultados da análise demonstram que o atributo mais importante é o tempo de processamento, com uma importância relativa de 56%. Demais resultados e análises de sensibilidade são apresentados ao longo do texto. Os  resultados obtidos e conclusões apresentadas são de grande importância a operadores aeroportuários e empresas aéreas, de forma a indicar as necessidades e anseios dos clientes, o que poderia levar a novas políticas e critérios de alocação de investimentos em tecnologia, novos processos e infraestrutura.

Abstract: This work presents the results of a survey with customers of Campinas International Airport, intended to identify the relative importance of level of service attributes. Statistical multivariate techniques are employed to develop the analyses, mainly conjoint analysis. 16 scenarios were developed through combination of three factors, which were presented to interviewees. The results show that processing time is the most important attribute, with a relative importance of 56%. Additional results and sensibility analysis are presented throughout the text. The obtained results and presented conclusions are of great importance to airport operators and airlines, in order to indicate customers’ needs and wishes, which could lead to new policies and criteria to allocate investments in technology, new processes and infrastructure.

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Published

2010-07-02

How to Cite

Tozi, L. A., Correia, A. R., Müller, C., Mendes, D. dos S., & Feng, L. C. (2010). Análise da importância relativa de atributos de nível de serviço em um terminal de cargas aeroportuário. TRANSPORTES, 18(2). https://doi.org/10.14295/transportes.v18i2.421

Issue

Vol. 18 No. 2 (2010)

Section

Artigos

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