Logistic Regression Applied to Airport Customer Satisfaction Using Hierarchical Quality Model

摘要

This study was conducted to evaluate the customer satisfaction as passengers at Augusto Severo International Airport in Parnamirim - RN in order to identify the dimensions which most contribute to the result of assessing the overall passenger satisfaction. It was made a literature review to serve as basis for the research from the model by Brady and Cronin so as to measure the level of satisfaction with the quality of services provided based on their temporal and spatial coverage and related to air transport system, which is the same used as the reference model. Results have shown that the determinant dimensions are significant for the explanation of the overall satisfaction, based on the application of logistic regression. The formulated statistical model was revealed to be well adjusted and able to explain the behavior of passenger satisfaction. The main problems identified were: attitude of staff, concept of facilities and waiting time, in addition to limitations and suggestions for improvements which were approached.