ANALYSIS OF EXPECTATIONS FROM BRAZILIAN AIRLINE COMPANIES' CUSTOMERS DURING THE COVID-19 PANDEMIC THROUGH FACTOR ANALYSIS

Authors

  • Pamela Adelino Ramos Universidade Federal da Paraíba
  • Felipe Araujo Pereira Bacharel em Administração de Empresas pela Universidade Federal da Paraíba. Foi bolsista pela UFPB como pesquisador de iniciação científica em estudos sobre trabalhabilidade. Também participa do Grupo de Pesquisa em Trabalho e Sociedade. Tem experiência de atuação em órgãos públicos e em logística, e sua área de atuação está em recursos humanos, logística e finanças. https://orcid.org/0000-0001-9913-6327

DOI:

https://doi.org/10.12662/2359-618xregea.v12i3.p66-81.2023

Keywords:

air transport, factor analysis, covid-19, airline companies, Brazil

Abstract

Air transport is an essential logistical link globally; promoting speed and safety in transporting cargo and passengers is vital to any country's development. However, due to the pandemic of the new coronavirus in the year 2020, sectors such as air transport were greatly affected. In this sense, the sectors responsible for air transport needed to adapt the service even during adversity. For this, there was an investment in hygiene and the requirements of regulatory bodies. This study analyses Brazilian airline companies' customer expectations during the COVID-19 pandemic. The Exploratory Factor Analysis found that consumers expect a safe air service, considering relevant factors such as hygiene and effective communication. This research is relevant because it allows us to understand the behaviour of airline companies' customers in Brazil and what is expected from airline companies regarding quality service.

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Author Biography

Pamela Adelino Ramos, Universidade Federal da Paraíba

Pós-doutorado em Engenharia da Produção pela Universidade Federal de Pernambuco
(2019); Doutorado em Engenharia da Produção pela Universidade Federal de
Pernambuco (2018); Mestrado em Engenharia da Produção pela Universidade Federal de
Pernambuco (2010); e Bacharelado em Administração de Empresas pela Universidade
Federal de Campina Grande (2008). Atua na Universidade Federal da Paraíba no
Departamento de Administração. Tem experiência na área de Administração e
Engenharia da Produção, com ênfase em Administração de Empresas e Gerência da
Produção, atuando principalmente nos seguintes temas: Pesquisa Operacional.
Administração da Produção, Gestão da Qualidade e Gestão de Projetos; Desenvolvimento
Humano e Trabalhabilidade; Finanças e Economia; Vulnerabilidade social e
Comportamento. Líder do GPTS - UFPB (Grupo de Pesquisa em Trabalho e Sociedade),

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Published

2023-06-27

How to Cite

RAMOS, Pamela Adelino; PEREIRA, Felipe Araujo. ANALYSIS OF EXPECTATIONS FROM BRAZILIAN AIRLINE COMPANIES’ CUSTOMERS DURING THE COVID-19 PANDEMIC THROUGH FACTOR ANALYSIS. Journal Of Management Analysis, Fortaleza, v. 12, n. 3, p. 66–81, 2023. DOI: 10.12662/2359-618xregea.v12i3.p66-81.2023. Disponível em: https://unichristus.emnuvens.com.br/gestao/article/view/4658. Acesso em: 16 apr. 2026.

Issue

Vol. 12 No. 3 (2023)

Section

ARTICLES

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