Análise da importância relativa de atributos de nível de serviço em um terminal de cargas aeroportuário
DOI:
https://doi.org/10.14295/transportes.v18i2.421Abstract
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.Downloads
Downloads
Published
How to Cite
Issue
Section
License
Authors who submit papers for publication by TRANSPORTES agree to the following terms:
- The authors retain the copyright and grant Transportes the right of first publication of the manuscript, without any financial charge, and waive any other remuneration for its publication by ANPET.
- Upon publication by Transportes, the manuscript is automatically licensed under the Creative Commons License CC BY 4.0 license. This license permits the work to be shared with proper attribution to the authors and its original publication in this journal.
- Authors are authorized to enter into additional separate contracts for the non-exclusive distribution of the version of the manuscript published in this journal (e.g., publishing in an institutional repository or as a book chapter), with recognition of the initial publication in this journal, provided that such a contract does not imply an endorsement of the content of the manuscript or the new medium by ANPET.
- Authors are permitted and encouraged to publish and distribute their work online (e.g., in institutional repositories or on their personal websites) after the editorial process is complete. As Transportes provides open access to all published issues, authors are encouraged to use links to the DOI of their article in these cases.
- Authors guarantee that they have obtained the necessary authorization from their employers for the transfer of rights under this agreement, if these employers hold any copyright over the manuscript. Additionally, authors assume all responsibility for any copyright infringements by these employers, releasing ANPET and Transportes from any responsibility in this regard.
- Authors assume full responsibility for the content of the manuscript, including the necessary and appropriate authorizations for the disclosure of collected data and obtained results, releasing ANPET and Transportes from any responsibility in this regard.
