Resumo

GIRALDO VELASQUEZ, Claudia María; MUNOZ VELEZ, Tatiana Andrea; VALDERRAMA, Amanda Stella  e  ZAPATA AGUIRRE, Sandra. THE QUALITY PERCEIVED OF THE SERVICE. AN ANALYSIS OF AIRPORT INFRASTRUCTURES. Dimens.empres. [online]. 2017, vol.15, n.1, pp.154-163. ISSN 1692-8563.  https://doi.org/10.15665/rde.v15i1.539.

The perceptions of customers regarding their service experiences are key elements for the success of any organization and airport infrastructures, as any other service provider, are no exception. This article reflects, from original sources, about how, despite passenger satisfaction is an important indicator of performance in the field of airport management, quality of service perceived by passengers has been neglected by long time. Starting from the analysis of the importance of this kind of infrastructure for the development of air transport and tourism, we proceed to describe the interaction of passengers with the elements associated with the quality of service and satisfaction. It also highlights the main results found in the related literature. The implications and future research perspectives are described in the concluding reflections.

Palavras-chave : perceived quality; service; satisfaction; consumer behavior; airports; tourism.

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