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Avaliação da qualidade dos serviços de táxi de Ponta Delgada : uma análise do SERVQUAL
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Abstract(s)
Os Açores ganharam grande relevância como destino turístico durante os últimos anos, devido à abertura do espaço aéreo, dando origem a novas oportunidades para a criação de negócios no ramo do turismo.
O táxi é considerado por muitos como o meio de transporte mais seguro e descomplicado para se utilizar numa cidade. Mas será que os táxis atualmente apresentam um nível de qualidade de serviço que vá de encontro às expetativas dos seus potenciais clientes? Na presente investigação pretende-se explorar esta questão, utilizando para o efeito uma versão adaptada da ferramenta SERVQUAL para avaliar a opinião dos clientes e dos próprios profissionais de táxi.
Desenvolvem-se dois estudos distintos, embora correlacionados: um, sobre a opinião dos clientes relativamente à qualidade dos serviços de táxi prestados em Ponta Delgada em comparação com as suas expetativas iniciais, e outro, sobre a opinião dos motoristas de táxi em relação àquela que pensam ser a opinião dos seus clientes antes e depois de usufruírem do serviço.
A análise empírica utiliza uma abordagem quantitativa, que recai sobre os dados recolhidos através de questionários dirigidos a ambas as amostras (clientes e profissionais).
Conseguiram-se identificar algumas diferenças em relação às avaliações sobre a qualidade do serviço dos táxis por parte de ambas as amostras. Assim sendo, conclui-se que existem aspetos que poderão vir a ser melhorados, nomeadamente a introdução de novas tecnologias, de maneira a maximizar a satisfação global dos clientes.
ABSTRACT: The Azores have gained great relevance as a touristic destination during the last years, due to the opening of the airspace, giving rise to new opportunities for the creation of businesses in the tourism sector. The taxi is considered by many as the safest and most uncomplicated means of transportation to use in a city. But do taxis offer a level of quality of service that meets the expectations of their potential customers? In the present research we intend to explore this subject, using an adapted version of the SERVQUAL tool to evaluate the opinion of the clients and the taxi professionals themselves. Two different studies are developed, although correlated: one, on the opinion of the clients regarding the quality of the taxi services available in Ponta Delgada in comparison with their initial expectations, and another, on the opinion of the taxi drivers in relation to the opinion that they think their customers have before and after they use the service. The empirical analysis uses a quantitative approach, which relies on the data collected through questionnaires addressed to both samples (clients and professionals). There were some differences identified in the evaluations of the taxi service quality in both samples. Therefore, it was concluded that there are aspects that could be improved, namely the introduction of new technologies, in order to maximize the overall satisfaction of customers.
ABSTRACT: The Azores have gained great relevance as a touristic destination during the last years, due to the opening of the airspace, giving rise to new opportunities for the creation of businesses in the tourism sector. The taxi is considered by many as the safest and most uncomplicated means of transportation to use in a city. But do taxis offer a level of quality of service that meets the expectations of their potential customers? In the present research we intend to explore this subject, using an adapted version of the SERVQUAL tool to evaluate the opinion of the clients and the taxi professionals themselves. Two different studies are developed, although correlated: one, on the opinion of the clients regarding the quality of the taxi services available in Ponta Delgada in comparison with their initial expectations, and another, on the opinion of the taxi drivers in relation to the opinion that they think their customers have before and after they use the service. The empirical analysis uses a quantitative approach, which relies on the data collected through questionnaires addressed to both samples (clients and professionals). There were some differences identified in the evaluations of the taxi service quality in both samples. Therefore, it was concluded that there are aspects that could be improved, namely the introduction of new technologies, in order to maximize the overall satisfaction of customers.
Description
Keywords
Qualidade do Serviço Modelo SERVQUAL Satisfação do Cliente Açores Customer Satisfaction Quality of Service SERVQUAL Model Azores
Citation
Teixeira, Carlos Alberto Pacheco. "Avaliação da qualidade dos serviços de taxi de Ponta Delgada: uma análise do Servqual". 2019. 98 p.. (Dissertação de Mestrado em Gestão do Turismo Internacional). Ponta Delgada: Universidade dos Açores, 2018. [Consult. Dia Mês Ano]. Disponível em www:<http://hdl.handle.net/10400.3/5058>.