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- Title
Model to assess hospitality on board Brazilian domestic air transport aircraft.
- Authors
Faro Kaperaviczus, Alexandre; José Cavenaghi, Airton; Gonçalves de Oliveira, Paulo Sérgio
- Abstract
Justified purpose of the topic: Knowledge of how passengers perceive hospitality aboard Brazilian aircraft allows us to know the tangible and intangible factors that customers value and that can influence airline choice. Objective: Within aviation hospitality, the present study aims to investigate hospitality in Brazilian domestic air transportation from passenger viewpoint. Method and approach: The study is of a mixed nature comprising a qualitative stage with literature review and quantitative one, with the development of a data collection instrument and the analysis of 1,163 questionnaires, using SPSS software as an analysis tool. Results: The findings allow us to conclude that passengers perceive hospitality aboard Brazilian domestic air transport aircraft, comprising a set of 19 items that can be explained using 5 factors that were named "attractions", "service", "well-being", "low cost" and "cleanliness". Originality: This work aims to present an original model to measure hospitality aboard Brazilian aircraft.
- Subjects
TRANSPORT planes; HOSPITALITY; SOFTWARE development tools; AIRLINE industry; LITERATURE reviews
- Publication
Revista Brasileira de Pesquisa em Turismo, 2020, Vol 14, Issue 2, p64
- ISSN
1982-6125
- Publication type
Article
- DOI
10.7784/rbtur.v14i2.1787