Browsing by Author "Mayor, Natalia Higuera"
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- Disabled and reduced-mobility passengers´ satisfaction with facilities, services and staff of Faro airport, PortugalPublication . Mayor, Natalia Higuera; Almeida, ClaudiaFaro Airport in Portugal has seen a significant increase of Disabled and Reduce mobility air passengers in recent years. The main research problem along this dissertation is to identify and measure satisfaction levels of Disabled and Reduce-mobility air passengers during their journeys through this airport. The study is focus on seven factors: (i) Accessible facilities, (ii) Accessible services, (iii) Punctuality, (iv) Quality of Equipment-devices, (v) Inclusive marketing, (vi) Trained staff (professionalism, attitude and approach), and (vii) areas that have room for improvement. The main goal is the combination of a scientific and practical approach to contribute with valuable information and recommendations to Faro Airport Management; in order to explore wants and needs of this passengers´ segment and to develop quality facilities and services to have happy, satisfied and loyal air passengers in the terminal. The research methodology is conducted by quantitative method through the implementation of 343 survey questionnaires in Faro Airport. Moreover, unstructured interviews to staff and observation method are considered. The study is held in the course of October and November 2018, when the traffic flow of PRMs (Passenger with Reduce Mobility) is greatly representative. According to the results, 97% of Disabled and Reduce-mobility air passengers of Faro Airport are widely Satisfied + Very Satisfied with the overall performance of the terminal. However, out of the 27 attributes evaluated, there are seven attributes related to Accessible Services, Punctuality, Inclusive Marketing, and Staff, which require immediate attention and enhance.