Application of the deployment of the quality function in the check-in attendance of airport passengers
Autor(a) principal: | |
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Data de Publicação: | 2017 |
Outros Autores: | , |
Tipo de documento: | Artigo |
Idioma: | por |
Título da fonte: | Revista ENIAC pesquisa |
Texto Completo: | https://ojs.eniac.com.br/index.php/EniacPesquisa/article/view/483 |
Resumo: | Generally, when people travel by plane, they feel nervous and anxious, even before the aircraft takes off, this makes them tend to criticize the first service they receive at the airport or the airline of their choice, since they need to Attention, agility and feel safe to travel. Nowadays, airplane travel is present in several economic classes, so, even though the airlines have their target audience, they have adapted their employees to the market, that is, the front line service is directed to the customer, both for executive passengers, who travel frequently and know many safety procedures, as well as those Brazilian or foreign passengers who have never traveled by plane or have traveled, but need the attention and empathy of the airline employee to make their trip pleasant. This paper presents the application of the QFD (Quality Function Deployment) method in an airline, together with the POP (Standard Operational Procedure) tool, to identify and meet the needs of the passengers, the results obtained show that 60% of customers are satisfied with the attendance of employees, but in terms of infrastructure measures must be adopted to improve levels of passenger satisfaction |
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Application of the deployment of the quality function in the check-in attendance of airport passengersAplicação do desdobramento da função qualidade no atendimento de check-in de passageiros aeroportuáriosQFDPOPCheck-inAirportAttendance.QFDPOPCheck-inAeroportoAtendimento.Generally, when people travel by plane, they feel nervous and anxious, even before the aircraft takes off, this makes them tend to criticize the first service they receive at the airport or the airline of their choice, since they need to Attention, agility and feel safe to travel. Nowadays, airplane travel is present in several economic classes, so, even though the airlines have their target audience, they have adapted their employees to the market, that is, the front line service is directed to the customer, both for executive passengers, who travel frequently and know many safety procedures, as well as those Brazilian or foreign passengers who have never traveled by plane or have traveled, but need the attention and empathy of the airline employee to make their trip pleasant. This paper presents the application of the QFD (Quality Function Deployment) method in an airline, together with the POP (Standard Operational Procedure) tool, to identify and meet the needs of the passengers, the results obtained show that 60% of customers are satisfied with the attendance of employees, but in terms of infrastructure measures must be adopted to improve levels of passenger satisfactionGeralmente, quando as pessoas vão viajar de avião, elas se sentem nervosas e ansiosas, antes mesmo da aeronave decolar, isso faz com que elas tendam a criticar o primeiro atendimento que elas recebem no aeroporto ou na companhia aérea de sua preferência, pois precisam de atenção, agilidade e sentirem- se seguras para viajar. Na atualidade, a viagem de avião está presente em diversas classes econômicas, assim, as companhias aéreas por mais que tenha o seu público alvo, adaptaram seus colaboradores ao mercado, ou seja, o atendimento de linha de frente é direcionado para o cliente, tanto para passageiros executivos, que viajam com frequência e conhecem muitos procedimentos de segurança, quanto para aqueles passageiros brasileiros ou estrangeiros, que nunca viajaram de avião ou já viajaram, mas precisam de atenção e empatia do colaborador da companhia aérea para que sua viagem seja agradável. Este artigo apresenta a aplicação do método QFD (Desdobramento da Função Qualidade) em uma empresa aérea, aliado a ferramenta POP (Procedimento Operacional Padrão), a fim de identificar e atender as necessidades dos passageiros, os resultados obtidos mostram que 60% dos clientes estão satisfeitos com o atendimento dos colaboradores, porém no aspecto de infraestrutura medidas devem ser adotadas para melhorar os níveis de satisfação dos passageiros.Centro Universitário ENIAC2017-12-23info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionapplication/pdfhttps://ojs.eniac.com.br/index.php/EniacPesquisa/article/view/48310.22567/rep.v6i2.483Revista Eniac Pesquisa; Vol. 6 No. 2 (2017); 186-195REVISTA ENIAC PESQUISA; Vol. 6 Núm. 2 (2017); 186-195REVISTA ENIAC PESQUISA; v. 6 n. 2 (2017); 186-1952316-234110.22567/rep.v6i2reponame:Revista ENIAC pesquisainstname:Centro Universitário Eniacinstacron:ENIACporhttps://ojs.eniac.com.br/index.php/EniacPesquisa/article/view/483/pdfCopyright (c) 2017 REVISTA ENIAC PESQUISAhttps://creativecommons.org/licenses/by/4.0info:eu-repo/semantics/openAccessCamargo, Edilson alexandreLima, José Eduardo SalgueiroMalaquias, Carina Vanessa2024-07-09T18:47:50Zoai:ojs.pkp.sfu.ca:article/483Revistahttps://ojs.eniac.com.br/index.php/EniacPesquisaPRIhttp://ojs.eniac.com.br/index.php/EniacPesquisa/oai||revistaeniacpesquisa@fernandoasantos.com.br2316-23412316-2341opendoar:2024-07-09T18:47:50Revista ENIAC pesquisa - Centro Universitário Eniacfalse |
dc.title.none.fl_str_mv |
Application of the deployment of the quality function in the check-in attendance of airport passengers Aplicação do desdobramento da função qualidade no atendimento de check-in de passageiros aeroportuários |
title |
Application of the deployment of the quality function in the check-in attendance of airport passengers |
spellingShingle |
Application of the deployment of the quality function in the check-in attendance of airport passengers Camargo, Edilson alexandre QFD POP Check-in Airport Attendance. QFD POP Check-in Aeroporto Atendimento. |
title_short |
Application of the deployment of the quality function in the check-in attendance of airport passengers |
title_full |
Application of the deployment of the quality function in the check-in attendance of airport passengers |
title_fullStr |
Application of the deployment of the quality function in the check-in attendance of airport passengers |
title_full_unstemmed |
Application of the deployment of the quality function in the check-in attendance of airport passengers |
title_sort |
Application of the deployment of the quality function in the check-in attendance of airport passengers |
author |
Camargo, Edilson alexandre |
author_facet |
Camargo, Edilson alexandre Lima, José Eduardo Salgueiro Malaquias, Carina Vanessa |
author_role |
author |
author2 |
Lima, José Eduardo Salgueiro Malaquias, Carina Vanessa |
author2_role |
author author |
dc.contributor.author.fl_str_mv |
Camargo, Edilson alexandre Lima, José Eduardo Salgueiro Malaquias, Carina Vanessa |
dc.subject.por.fl_str_mv |
QFD POP Check-in Airport Attendance. QFD POP Check-in Aeroporto Atendimento. |
topic |
QFD POP Check-in Airport Attendance. QFD POP Check-in Aeroporto Atendimento. |
description |
Generally, when people travel by plane, they feel nervous and anxious, even before the aircraft takes off, this makes them tend to criticize the first service they receive at the airport or the airline of their choice, since they need to Attention, agility and feel safe to travel. Nowadays, airplane travel is present in several economic classes, so, even though the airlines have their target audience, they have adapted their employees to the market, that is, the front line service is directed to the customer, both for executive passengers, who travel frequently and know many safety procedures, as well as those Brazilian or foreign passengers who have never traveled by plane or have traveled, but need the attention and empathy of the airline employee to make their trip pleasant. This paper presents the application of the QFD (Quality Function Deployment) method in an airline, together with the POP (Standard Operational Procedure) tool, to identify and meet the needs of the passengers, the results obtained show that 60% of customers are satisfied with the attendance of employees, but in terms of infrastructure measures must be adopted to improve levels of passenger satisfaction |
publishDate |
2017 |
dc.date.none.fl_str_mv |
2017-12-23 |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/article info:eu-repo/semantics/publishedVersion |
format |
article |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
https://ojs.eniac.com.br/index.php/EniacPesquisa/article/view/483 10.22567/rep.v6i2.483 |
url |
https://ojs.eniac.com.br/index.php/EniacPesquisa/article/view/483 |
identifier_str_mv |
10.22567/rep.v6i2.483 |
dc.language.iso.fl_str_mv |
por |
language |
por |
dc.relation.none.fl_str_mv |
https://ojs.eniac.com.br/index.php/EniacPesquisa/article/view/483/pdf |
dc.rights.driver.fl_str_mv |
Copyright (c) 2017 REVISTA ENIAC PESQUISA https://creativecommons.org/licenses/by/4.0 info:eu-repo/semantics/openAccess |
rights_invalid_str_mv |
Copyright (c) 2017 REVISTA ENIAC PESQUISA https://creativecommons.org/licenses/by/4.0 |
eu_rights_str_mv |
openAccess |
dc.format.none.fl_str_mv |
application/pdf |
dc.publisher.none.fl_str_mv |
Centro Universitário ENIAC |
publisher.none.fl_str_mv |
Centro Universitário ENIAC |
dc.source.none.fl_str_mv |
Revista Eniac Pesquisa; Vol. 6 No. 2 (2017); 186-195 REVISTA ENIAC PESQUISA; Vol. 6 Núm. 2 (2017); 186-195 REVISTA ENIAC PESQUISA; v. 6 n. 2 (2017); 186-195 2316-2341 10.22567/rep.v6i2 reponame:Revista ENIAC pesquisa instname:Centro Universitário Eniac instacron:ENIAC |
instname_str |
Centro Universitário Eniac |
instacron_str |
ENIAC |
institution |
ENIAC |
reponame_str |
Revista ENIAC pesquisa |
collection |
Revista ENIAC pesquisa |
repository.name.fl_str_mv |
Revista ENIAC pesquisa - Centro Universitário Eniac |
repository.mail.fl_str_mv |
||revistaeniacpesquisa@fernandoasantos.com.br |
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1809207907918544896 |