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Master Thesis

What happens to the passenger´s perception of quality of service during the airport´s busiest hours?

Abstract : Does the occupancy rate of the terminal influence passenger’s perception of airport service quality? This work tries to answer this question in a case study of Guarulhos International Airport in 2019. I combined two different databases to answer this question, one regarding the passenger perception survey and the other regarding the hourly airport movement for each airport terminal. The results demonstrate a worsening in the passenger perception of the quality of the airport's operation during the busiest times. In addition to the results, it is shown that the approach used in this work can be incorporated into ANAC's regulatory toolbox, providing new ways to use information already available to the Agency.
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Master Thesis
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https://dumas.ccsd.cnrs.fr/dumas-03727843
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Submitted on : Tuesday, July 19, 2022 - 4:54:40 PM
Last modification on : Wednesday, July 20, 2022 - 3:48:02 AM

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MS_ANM18_FALCAO_Bruno.pdf
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  • HAL Id : dumas-03727843, version 1

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Bruno Falcao. What happens to the passenger´s perception of quality of service during the airport´s busiest hours?. Other. 2021. ⟨dumas-03727843⟩

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