Analysis of air transportation competitiveness based on consumer evaluation of service quality [paper in Portuguese]

This paper presents a critical analysis about the quality service observed by users of air transportation. It uses the specific literature to determine how users evaluate the level of service and how it can be applied on air transportation system. After that, it was submitted an indicative of user poor quality perception against criterions, such as the luggage restitution time, that are considered by specialists, responsible for worst quality perception of air transportation on USA. The results of these evaluation show measures that can be taken by airline companies in the mobilization for a better service as the development of an information center for passengers and also the action of regulatory authorities of air transportation in applying possible penalties when observing issues with service quality.