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A Qualidade do Serviço é um Correlato da Satisfação do Cliente?

A Qualidade do Serviço é um Correlato da Satisfação do Cliente?


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About the Book

Este estudo avalia a relação entre as dimensões da qualidade do serviço e a satisfação do cliente na perspetiva dos passageiros que viajam pelos aeroportos nigerianos. Foi adoptada uma metodologia de inquérito para o estudo. Foram recolhidos dados transversais em quatro aeroportos internacionais com a ajuda de um questionário estruturado. O questionário foi aplicado a 600 passageiros nos aeroportos de Lagos, Abuja, Kano e Port-Harcourt, com uma taxa de resposta de 71%. As análises de regressão revelam que, embora a relação entre cada uma das dimensões da qualidade do serviço e a satisfação do cliente seja significativa a 5%, o coeficiente de correlação múltipla varia de fraco a moderado, sugerindo assim que as dimensões da qualidade do serviço necessitam de ser melhoradas para que a satisfação dos clientes seja melhorada pela Autoridade Aeroportuária da Nigéria. O estudo defende uma ação decisiva por parte da Autoridade Aeroportuária da Nigéria no sentido de iniciar políticas orientadas para o reforço das dimensões da qualidade do serviço para melhorar a satisfação do cliente em vários aeroportos nigerianos.


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Product Details
  • ISBN-13: 9786206886570
  • Publisher: KS Omniscriptum Publishing
  • Binding: Paperback
  • Language: Portuguese
  • Returnable: N
  • Weight: 141 gr
  • ISBN-10: 6206886573
  • Publisher Date: 28 Nov 2023
  • Height: 229 mm
  • No of Pages: 52
  • Spine Width: 3 mm
  • Width: 152 mm


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