A Avaliação da Satisfação do Passageiro da TACV-Cabo Verde Airlines

摘要: This article has two main objectives: firstly, the measurement of perception passenger’s satisfaction provided by TACV-Cabo Verde Airlines and, secondly, identification most important dimensions TACV satisfaction. For this purpose a factor analysis was carried out. During study it intended to assess service in different moments: services previously firm and last provided. The conclusions were clear: on one hand, there an improvement 18 19 items used customer’s vis-a-vis other personnel characteristics, reliability empathy identified as three assessment TACV.