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Publication
Estudo da satisfação dos clientes das empresas de rent-a-car no Algarve
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Advisor(s)
Abstract(s)
Esta dissertação tem como principal objetivo compreender a realidade dos serviços
de aluguer de automóveis no Algarve, a satisfação dos turistas que utilizam este serviço e a
sua importância para a região. Foi realizada uma ampla revisão de literatura abordando
conceitos sobre o turismo, recursos turísticos, transportes, rent-a-car, qualidade e satisfação.
Trata-se de um estudo empírico que se baseou na construção e aplicação de questionários
presenciais (autoadministrados) aos clientes do serviço de aluguer de veículos privados,
quando os mesmos foram entregar os veículos alugados nas empresas de rent-a-car situadas
no Aeroporto de Faro. Os questionários foram aplicados entre 04 e 15 de setembro de 2020,
foram obtidas 276 respostas válidas.
A caracterização sociodemográfica dos inquiridos revelou que a grande maioria é do
género masculino, na faixa etária compreendida entre os 31-40, casados, de nacionalidade
inglesa e/ou alemã, licenciados e profissionalmente ativos.
O principal fator indicado para a escolha do serviço de aluguer de automóveis foi a
independência/liberdade de horários. Já para a seleção de uma determinada empresa, o
principal motivo de escolha foi o preço.
Em relação ao grau de satisfação dos clientes das empresas de rent-a-car, concluiu-se
que a grande maioria encontram-se satisfeitos. Contudo algumas categorias como “rapidez
na retirada do carro” e no “atendimento da agência” e “débitos extras” possui um aumento
do percentual de indíviduos que consideram estes itens como péssimo, ruim ou regular.
Ficou demonstrado que os respondentes consideram como excelente as infraestuturas
e atitudes dos condutores (residentes), contudo, na categoria portagens há um aumento do
percentual de indíviduos que consideram este item como péssimo, ruim ou regular.
This dissertation main objective is to understand the reality of car rental services in the Algarve, the satisfaction of tourists who use this service and its importance for the region. A wide literature review was carried out addressing concepts about tourism, tourism resources, transport, rent-a-car, quality and satisfaction. This is an empirical study based in the creation and application of face-to-face questionnaires (self-administered) to customers of the private vehicle rental service at the moment of returning the rented vehicles at the renta- car companies located at Faro Airport. The questionnaires were applied between September 4th and 15th, 2020, and 276 valid responses were obtained. The sociodemographic characterization of the respondents revealed that the vast majority are male, aged between 31-40, married, of English and/or German nationality, with an academic degree and professionally active. The main factor for choosing the car rental service was the independence/freedom of hours. As for the selection of a particular company, the main reason for choosing it was the price. Regarding the degree of customer satisfaction of rent-a-car companies, it was concluded that the vast majority are satisfied. However, some categories, such as speed of car pick-up and service from the agency and extra debts, have an increase in the percentage of individuals who consider these items as very poor, poor or fair. It was demonstrated that the respondents consider the infrastructure and attitudes of the drivers (residents) to be excellent, however in the toll category there is an increase in the percentage of individuals who consider this item as very poor, poor or fair.
This dissertation main objective is to understand the reality of car rental services in the Algarve, the satisfaction of tourists who use this service and its importance for the region. A wide literature review was carried out addressing concepts about tourism, tourism resources, transport, rent-a-car, quality and satisfaction. This is an empirical study based in the creation and application of face-to-face questionnaires (self-administered) to customers of the private vehicle rental service at the moment of returning the rented vehicles at the renta- car companies located at Faro Airport. The questionnaires were applied between September 4th and 15th, 2020, and 276 valid responses were obtained. The sociodemographic characterization of the respondents revealed that the vast majority are male, aged between 31-40, married, of English and/or German nationality, with an academic degree and professionally active. The main factor for choosing the car rental service was the independence/freedom of hours. As for the selection of a particular company, the main reason for choosing it was the price. Regarding the degree of customer satisfaction of rent-a-car companies, it was concluded that the vast majority are satisfied. However, some categories, such as speed of car pick-up and service from the agency and extra debts, have an increase in the percentage of individuals who consider these items as very poor, poor or fair. It was demonstrated that the respondents consider the infrastructure and attitudes of the drivers (residents) to be excellent, however in the toll category there is an increase in the percentage of individuals who consider this item as very poor, poor or fair.
Description
Keywords
Turismo Rent-a-car Algarve Qualidade Satisfação