Avaliação de estratégias de diferenciação na aviação regional no estado do Amazonas

• Ano de defesa: 2004
• Autor(a) principal: Nelson Raimundo Monteiro Jobim
• Tipo de documento: Dissertação
• Tipo de acesso: Acesso aberto
• Idioma: por
• Instituição de defesa: Universidade Federal de Minas Gerais; UFMG
• Palavras-chave em Português: Qualidade dos serviços; Estratégia de diferenciação; Satisfação; Administração; Concorrência; Linhas áreas domésticas Brasil; Aeronáutica comercial
• Link de acesso: http://hdl.handle.net/1843/BUBD-9BFJSM

Air Transportation in the State of Amazon carries out important functions in the society, that of interconnecting remote areas in the Amazon, promoting integration with the rest of the country. The objective of this study is to researches and to analyze, the differentiation strategies,implemented by the regional companies, Rico Airlines, Tavaj Regular Air Transport, Meta, Mesquita Air Transport and Penta, Airlines, which are competitive and effective. It also evaluates the users profile, strong and weak points of the companies studied, and the quality of the services offered. After data analysis, statistical controls and field research, seeking to evaluate the quality of the services and customers satisfaction, the lack of defined corporate strategy was identified for the four companies. No consistant differentiatio n strategies would improve the quality of the services offered and the quality of services that put at risk customer satisfaction. A though the research result present satisfactory evaluation for two of the four airlines studied, it is important to emphasize the lack of a quality reference on the part of the passengers. Finally, this research contributes in a significantly to the studies that seek a restructuring of the differentiation strategies in regional aviation of the States of Amazonas, aiming at the strengthening of the section.