QUALITATIVE ANALYSIS OF THE RELATIONSHIP BETWEEN THE PROFILE OF DEPARTING PASSENGERS AND THEIR PERCEPTION OF THE AIRPORT TERMINAL

Abstract

The opinion of passengers on the degree of importance of the components is required in order to prioritize services. A low service level can, besides causing inconvenience for terminal users, increase the waste of resources and increase costs if there is no adequate planning. Hence, outlining passenger profiles at the airport is relevant to strategic planning of airport activity management. It is believed that individual characteristics could influence opinion on the degree of importance or about the quality of airport services. This article shows that the check-in and the departure lounge were considered the most important areas in the airport terminal by passengers. Finally it was noted that the age and reason for travel influenced the passengers’ perception about the check-in area and the frequency of flying influenced the perception of the departure lounge.