Eficiência dos terminais aeroportuários brasileiros considerando a percepção de satisfação do passageiro

Authors

  • Nathane Ana Rosa Negri Instituto Tecnológico de Aeronáutica
  • Giovanna Miceli Ronzani Borille Instituto Tecnológico de Aeronáutica

DOI:

https://doi.org/10.14295/transportes.v27i1.1572

Keywords:

Data envelopment analysis, Airport passenger terminal, Passenger satisfaction.

Abstract

Passenger satisfaction at airports is a topic of great importance to the scientific community and to the operator, once the user is an important customer at the airport. It is noted, in the national and international literature, a tendency to analyze user satisfaction. However, a gap is detected regarding studies that evaluate airport efficiency with insertions of variables of perception of passenger satisfaction. In this context, the objective of the article is to evaluate the efficiency of 15 relevant Brazilian airports through the Data Envelopment Analysis method. The model allows analyzing different variables, and user satisfaction is one of these variables (output). Using the DEA-BCC model, 46.66% of the evaluated airports presented maximum relative efficiency in the year 2016, for the analysis requirements.

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Published

2019-04-30

How to Cite

Negri, N. A. R., & Ronzani Borille, G. M. (2019). Eficiência dos terminais aeroportuários brasileiros considerando a percepção de satisfação do passageiro. Transportes, 27(1), 96–110. https://doi.org/10.14295/transportes.v27i1.1572

Issue

Vol. 27 No. 1 (2019)

Section

Articles

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