Airport management strategies in recovery the air flight disruption: the case in the Lisbon Humberto Delgado airport
Autor(a) principal: | |
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Data de Publicação: | 2019 |
Tipo de documento: | Dissertação |
Idioma: | eng |
Título da fonte: | Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
Texto Completo: | http://hdl.handle.net/10071/19723 |
Resumo: | Airport disruption is a common situation and is expected to happen from time to time which can result from external and internal situations/factor. This dissertation aims to analyze the perception of passengers regarding disruption situations in the Lisbon Humberto Delgado Airport and to propose strategies and actions undertaken by the airport and the airline companies to improve the passenger experience and customer/passenger satisfaction. If disruption is foreseen to happen, in certain situations/factors, it can be predicted and planned/corrected in advance to diminish its effects. Also, when a disruption situation arises, the management process that is developed to provide a high level of satisfaction for the passengers is quite complex and challenging for the airport operator. Even so, the airport operator only has partial control of all the processes that make up the final offered service or product. The main research questions guiding this study are: aren’t passengers expecting from the airport management mechanisms to prevent this kind of situations? How can the airport improve passengers experience and offer customer value at the same time in a situation of disruption? A combined qualitative (personal deep interview with the Lisbon Airport Deputy Director and the Lisbon Hub Manager from the Portuguese flag company – TAP) and quantitative methodology (survey addressed to the passengers that used the Airport LHD in the summer of 2018, where 471 questionnaires were accepted). By analysing the obtained results, it was possible to demonstrate that the causes of disruption affect the level of satisfaction of the passengers as well as the actions taken by the airport and the airline. The level of information (high or low) that the passengers receive causes their level of satisfaction or unsatisfaction to increase or decrease with the operators. |
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Airport management strategies in recovery the air flight disruption: the case in the Lisbon Humberto Delgado airportAirport disruptionAirport managementCustomer satisfactionFlight passenger experienceDisrupção em aeroportoGestão de aeroportosSatisfação do clienteExperiência de voo do passageiroAirport disruption is a common situation and is expected to happen from time to time which can result from external and internal situations/factor. This dissertation aims to analyze the perception of passengers regarding disruption situations in the Lisbon Humberto Delgado Airport and to propose strategies and actions undertaken by the airport and the airline companies to improve the passenger experience and customer/passenger satisfaction. If disruption is foreseen to happen, in certain situations/factors, it can be predicted and planned/corrected in advance to diminish its effects. Also, when a disruption situation arises, the management process that is developed to provide a high level of satisfaction for the passengers is quite complex and challenging for the airport operator. Even so, the airport operator only has partial control of all the processes that make up the final offered service or product. The main research questions guiding this study are: aren’t passengers expecting from the airport management mechanisms to prevent this kind of situations? How can the airport improve passengers experience and offer customer value at the same time in a situation of disruption? A combined qualitative (personal deep interview with the Lisbon Airport Deputy Director and the Lisbon Hub Manager from the Portuguese flag company – TAP) and quantitative methodology (survey addressed to the passengers that used the Airport LHD in the summer of 2018, where 471 questionnaires were accepted). By analysing the obtained results, it was possible to demonstrate that the causes of disruption affect the level of satisfaction of the passengers as well as the actions taken by the airport and the airline. The level of information (high or low) that the passengers receive causes their level of satisfaction or unsatisfaction to increase or decrease with the operators.A disrupção nos aeroportos é uma situação comum e expectável de tempos a tempos, tanto pode resultar de situações/factores internos e externos. Esta dissertação tem como objetivo analisar a percepção dos passageiros sobre situações de disrupção no Aeroporto de Lisboa Humberto Delgado e propor estratégias e acções empreendidas pelo Aeroporto e pelas companhias aéreas para melhorar a experiência do passageiro e a satisfação do cliente/passageiro. Se houver previsão que venha a ocorrer uma situação de disrupção, em determinadas situações/factores, esta pode ser prevista e planeada/corrigida com antecedência de modo a diminuir os seus efeitos. Além disso, quando surge uma situação de disrupção, o processo de gestão desenvolvido para proporcionar um elevado nível de satisfação aos passageiros é bastante complexo e desafiante para o gestor do aeroporto. Mesmo assim, o gestor do aeroporto tem controlo parcial de todos os processos que compõem o serviço ou produto final oferecido. As principais questões de pesquisa que guiaram este estudo foram: será que os passageiros não esperam mecanismos de gestão por parte do aeroporto para gerir este tipo de situações? Como pode o Aeroporto melhorar a experiência dos passageiros e ao mesmo tempo oferecer valor ao cliente numa situação de disrupção? Uma metodologia qualitativa (entrevista presencial com o director do Aeroporto de Lisboa e o director do Hub de Lisboa da companhia de bandeira Portuguesa – TAP) e quantitativa combinada (questionário dirigido a passageiros que utilizaram o Aeroporto LHD no verão de 2018, em que 471 questionários foram validados). Pela análise dos resultados obtidos, foi possível demonstrar que as causas de disrupção afectam o nível de satisfação dos passageiros assim como as acções tomadas pelo aeroporto e pela companhia aérea. O nível de informação (alta ou baixa) que os passageiros recebem faz com que a sua satisfação ou insatisfação aumente ou diminua com os operadores.2021-12-17T00:00:00Z2019-12-17T00:00:00Z2019-12-172019-10info:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/masterThesisapplication/pdfhttp://hdl.handle.net/10071/19723TID:202366227engCarvalho, Carla Patrícia Nobre Marquesinfo:eu-repo/semantics/openAccessreponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAP2023-11-09T17:42:59Zoai:repositorio.iscte-iul.pt:10071/19723Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-19T22:20:10.742408Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãofalse |
dc.title.none.fl_str_mv |
Airport management strategies in recovery the air flight disruption: the case in the Lisbon Humberto Delgado airport |
title |
Airport management strategies in recovery the air flight disruption: the case in the Lisbon Humberto Delgado airport |
spellingShingle |
Airport management strategies in recovery the air flight disruption: the case in the Lisbon Humberto Delgado airport Carvalho, Carla Patrícia Nobre Marques Airport disruption Airport management Customer satisfaction Flight passenger experience Disrupção em aeroporto Gestão de aeroportos Satisfação do cliente Experiência de voo do passageiro |
title_short |
Airport management strategies in recovery the air flight disruption: the case in the Lisbon Humberto Delgado airport |
title_full |
Airport management strategies in recovery the air flight disruption: the case in the Lisbon Humberto Delgado airport |
title_fullStr |
Airport management strategies in recovery the air flight disruption: the case in the Lisbon Humberto Delgado airport |
title_full_unstemmed |
Airport management strategies in recovery the air flight disruption: the case in the Lisbon Humberto Delgado airport |
title_sort |
Airport management strategies in recovery the air flight disruption: the case in the Lisbon Humberto Delgado airport |
author |
Carvalho, Carla Patrícia Nobre Marques |
author_facet |
Carvalho, Carla Patrícia Nobre Marques |
author_role |
author |
dc.contributor.author.fl_str_mv |
Carvalho, Carla Patrícia Nobre Marques |
dc.subject.por.fl_str_mv |
Airport disruption Airport management Customer satisfaction Flight passenger experience Disrupção em aeroporto Gestão de aeroportos Satisfação do cliente Experiência de voo do passageiro |
topic |
Airport disruption Airport management Customer satisfaction Flight passenger experience Disrupção em aeroporto Gestão de aeroportos Satisfação do cliente Experiência de voo do passageiro |
description |
Airport disruption is a common situation and is expected to happen from time to time which can result from external and internal situations/factor. This dissertation aims to analyze the perception of passengers regarding disruption situations in the Lisbon Humberto Delgado Airport and to propose strategies and actions undertaken by the airport and the airline companies to improve the passenger experience and customer/passenger satisfaction. If disruption is foreseen to happen, in certain situations/factors, it can be predicted and planned/corrected in advance to diminish its effects. Also, when a disruption situation arises, the management process that is developed to provide a high level of satisfaction for the passengers is quite complex and challenging for the airport operator. Even so, the airport operator only has partial control of all the processes that make up the final offered service or product. The main research questions guiding this study are: aren’t passengers expecting from the airport management mechanisms to prevent this kind of situations? How can the airport improve passengers experience and offer customer value at the same time in a situation of disruption? A combined qualitative (personal deep interview with the Lisbon Airport Deputy Director and the Lisbon Hub Manager from the Portuguese flag company – TAP) and quantitative methodology (survey addressed to the passengers that used the Airport LHD in the summer of 2018, where 471 questionnaires were accepted). By analysing the obtained results, it was possible to demonstrate that the causes of disruption affect the level of satisfaction of the passengers as well as the actions taken by the airport and the airline. The level of information (high or low) that the passengers receive causes their level of satisfaction or unsatisfaction to increase or decrease with the operators. |
publishDate |
2019 |
dc.date.none.fl_str_mv |
2019-12-17T00:00:00Z 2019-12-17 2019-10 2021-12-17T00:00:00Z |
dc.type.status.fl_str_mv |
info:eu-repo/semantics/publishedVersion |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/masterThesis |
format |
masterThesis |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
http://hdl.handle.net/10071/19723 TID:202366227 |
url |
http://hdl.handle.net/10071/19723 |
identifier_str_mv |
TID:202366227 |
dc.language.iso.fl_str_mv |
eng |
language |
eng |
dc.rights.driver.fl_str_mv |
info:eu-repo/semantics/openAccess |
eu_rights_str_mv |
openAccess |
dc.format.none.fl_str_mv |
application/pdf |
dc.source.none.fl_str_mv |
reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação instacron:RCAAP |
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Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação |
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RCAAP |
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RCAAP |
reponame_str |
Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
collection |
Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
repository.name.fl_str_mv |
Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação |
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1799134762045014016 |