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Uma abordagem de melhoria contínua nos serviços aeroportuários: Estudo de caso
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Orientador(es)
Resumo(s)
A qualidade tem vindo a tornar-se cada vez mais importante para os consumidores, destacando-
se na garantia da excelência e na satisfação das suas expectativas. Desta forma, é fundamental as em-
presas explorarem a qualidade no desempenho dos seus serviços, para promoverem a sua vantagem
competitiva no mercado.
A presente dissertação tem como objetivos melhorar a experiência dos passageiros nos terminais
do Aeroporto Humberto Delgado, assim como o seu nível de satisfação, e, ainda, propor um procedi-
mento para apoiar a melhoria contínua da qualidade dos serviços no setor aeroportuário.
É aplicado o ciclo DMAIC em termos metodológicos ao sistema com base nos inquéritos do
Airport Service Quality, fornecidos pelo Airports Council International. Identificam-se as potenciais
causas subjacentes às avaliações menos positivas obtidas nos inquéritos e avalia-se o grau do seu im-
pacto no sistema. São propostas, planeadas e implementadas ações de melhoria para mitigar as causas
identificadas. Depois, é realizado o acompanhamento da implementação das ações e das avaliações dos
passageiros às mesmas. Por fim, é desenvolvido um procedimento que define como o ciclo DMAIC
deve ser aplicado ao longo do tempo numa perspetiva de melhoria contínua.
A aplicação do ciclo DMAIC no Aeroporto Humberto Delgado resulta na melhoria da qualidade
do serviço prestado aos passageiros nos terminais do aeroporto e, consequentemente, no aumento da
satisfação dos passageiros, dado que é verificado um aumento de 2% na avaliação do indicador Satisfa-
ção Geral, que, embora seja um aumento reduzido, foi obtido perante o aumento de tráfego constatado
no ano de 2023. A dissertação oferece, assim, um procedimento aplicável a outros aeroportos e setores
relacionados, promovendo uma abordagem de melhoria contínua enquanto fomenta o aumento da satis-
fação dos passageiros e a excelência operacional.
Quality has become increasingly important to consumers, as it ensures excellence and the fulfil- ment of their expectations. It is therefore essential for companies to maximize quality in the performance of their services in order to promote their competitiveness in the market. This dissertation aims to improve the passenger experience in the terminals of Humberto Delgado Airport, as well as their level of satisfaction, and also to propose a procedure to support the continuous improvement of service quality in the airport sector. The DMAIC cycle is applied methodologically to the system through the Airport Service Quality surveys provided by Airports Council International. The potential causes behind the less positive eval- uations obtained in the surveys are identified and the degree of their impact on the system is assessed. Improvement actions are proposed, planned, and implemented to mitigate the identified causes. The implementation of the actions and the passengers' evaluations of them are then monitored. Finally, a procedure is developed that defines how the DMAIC cycle should be applied over time with a perspec- tive of continuous improvement. The application of the DMAIC cycle at Humberto Delgado Airport resulted in an improvement in the quality of the service provided to passengers at the airport terminals and, consequently, an increase in passenger satisfaction, given that there was a 2% increase in the assessment of the General Satisfac- tion indicator, which, although a small increase, was obtained in view of the increase in traffic seen in the year 2023. The dissertation thus offers a procedure applicable to other airports and related sectors, promoting a continuous improvement approach while fostering increased passenger satisfaction and operational excellence.
Quality has become increasingly important to consumers, as it ensures excellence and the fulfil- ment of their expectations. It is therefore essential for companies to maximize quality in the performance of their services in order to promote their competitiveness in the market. This dissertation aims to improve the passenger experience in the terminals of Humberto Delgado Airport, as well as their level of satisfaction, and also to propose a procedure to support the continuous improvement of service quality in the airport sector. The DMAIC cycle is applied methodologically to the system through the Airport Service Quality surveys provided by Airports Council International. The potential causes behind the less positive eval- uations obtained in the surveys are identified and the degree of their impact on the system is assessed. Improvement actions are proposed, planned, and implemented to mitigate the identified causes. The implementation of the actions and the passengers' evaluations of them are then monitored. Finally, a procedure is developed that defines how the DMAIC cycle should be applied over time with a perspec- tive of continuous improvement. The application of the DMAIC cycle at Humberto Delgado Airport resulted in an improvement in the quality of the service provided to passengers at the airport terminals and, consequently, an increase in passenger satisfaction, given that there was a 2% increase in the assessment of the General Satisfac- tion indicator, which, although a small increase, was obtained in view of the increase in traffic seen in the year 2023. The dissertation thus offers a procedure applicable to other airports and related sectors, promoting a continuous improvement approach while fostering increased passenger satisfaction and operational excellence.
Descrição
Palavras-chave
Serviços Aeroportuários Qualidade do Serviço Satisfação do Passageiro Ciclo DMAIC Melhoria Contínua