Fatores Críticos de Sucesso em Venda de Combustíveis no Mercado de Aviação Civil Doméstico e a Qualidade Percebida pelo Cliente

• Ano de defesa: 2006
• Autor(a) principal: Aguiar, Ezequiel Pimentel de
• Tipo de documento: Dissertação
• Tipo de acesso: Acesso aberto
• Idioma: por
• Instituição de defesa: Programa de Pós-graduação em Engenharia de Produção; Estratégia-Apoio Logístico-Tecnologia e Trabalho
• Palavras-chave em Português: Fatores críticos de sucesso; Aviação comercial; Linhas aéreas; Clientes; Satisfação; Comércio de combustíveis; CNPQ::ENGENHARIAS::ENGENHARIA DE PRODUCAO
• Link de acesso: https://app.uff.br/riuff/handle/1/19529

The Brazilian aviation domestic industry is considered really small and based on Porter theory is established on maturity cycle, for which companies look alternatives ways of streamline operation, such as installation investment and services offers. The purpose of this academic study is to identify the critical success factor (CSF), according to Porter s prognostics, as well as, verify customer satisfaction based on Parasuraman s 5 dimension theory. All peace of information came from screen questionnaire developed through Rockart concepts. After statistics analysis, 4 are considered CSF: cost reduction, airport infrastructure investment, technology innovation and product differentiation. According to costumer satisfaction screen questionnaire responses BR Aviation shows the worst perception services quality, in spite of being the most representative company regarding fuels sale in the Brazilian aviation domestic industry. This statistics analysis shows significantly variation on reliable Parasuraman s dimension.