Análise da qualidade do serviço de prestadores de transporte receptivo do Aeroporto Aluízio Alves, São Gonçalo do Amarante/RN

Abstract

This research is a study on the perception of service quality from private receptive service providers at Aluízio Alves Airport, São Gonçalo do Amarante, Rio Grande do Norte. The research was applied using the methodology of participatory observation and interviews with workers, in addition to a bibliographic analysis and is considered qualitative in nature. There were 12 interviewees, 6 taxi drivers and 6 app drivers. According to the bibliographic study developed, it is clear that means of transport play a fundamental role in the development of local tourism and the quality of the service provided to tourists is directly related to the service provider's ability to receive them in a professional manner. . Finally, the research found that the target audience understands more empirical factors as important items for a quality service, which are noticed and practiced in their daily lives. For further studies, it is recommended to study an assessment tool for taxi drivers, helping them to receive greater feedback after their rides. For future research, it would be interesting to study external factors that affect passenger transport services around the airport terminal, such as infrastructure, signage and safety conditions.