Paper Info
Title
Logistic regression applied to airport customer satisfaction using hierarchical quality model
Abstract
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.
Year
DOI
Venue
2012
10.1007/978-3-642-32639-4_68
IDEAL
Keywords
Field
DocType
determinant dimension,overall satisfaction,customer satisfaction,statistical model,logistic regression,reference model,passenger satisfaction,augusto severo international airport,airport customer satisfaction,hierarchical quality model,literature review,overall passenger satisfaction,data mining
Customer satisfaction,Reference model,Computer science,Operations research,International airport,Air transport,Statistical model,Logistic regression
Conference
Citations 
PageRank 
References 
0
0.34
1
Authors
4
Name
Order
Citations
PageRank
Teófilo C. Mattozo100.34
Gutembergue Soares da Silva200.34
André P. Fernandes Neto300.34
José Alfredo F. Costa45210.11