مقاله سال ۲۰۱۶

Civil aviation plays a strategic role in development, either by the transport of people and goods it provides, or by the generation of jobs and financial transactions, particularly in a country of continental size such as Brazil. In alignment with its development plans, Brazil needs to devote efforts to make an airport infrastructure available that is consistent with the circulation of people by air forecast for the next few years, because in addition to the growing domestic circulation, the country will host large-scale international events. For the 2016 Olympic Games in Rio de Janeiro, for example, more than 10,500 athletes from around 205 nations, in addition to thousands of press and support professionals and tourists from all over the world are expected.

As a result of these activities, various factors associated with the Brazilian airport infrastructure and issues related to the operational performance of the airports, in addition to the way these are assessed from a passenger’s perspective, began to be the subject of debate. The uncertainty regarding the existing infrastructure’s capacity to meet the demand in a timely manner and according to passenger expectation was put on the agenda. As such, it has become important to identify methodologies that are able to assess the operational performance of Brazilian airports in order to enable the planning of future availability in a way that is consistent with the quality standards in force.

Thus, in order to measure the operational performance of Brazilian airport terminals, the Department of Civil Aviation (Secretaria de Aviaçao Civil ~ – SAC/PR) has been conducting a survey in loco at the main airports to capture general data on passenger perception regarding the established operational performance metrics. This measure represents a support to Brazilian airport management and seeks to guide actions for improvements in the provision of airport services to passengers (SAC/PR, 2014). The research conducted by SAC/PR is consolidated in quarterly reports and presents the operational performance of airports for each indicator through arithmetic means of the passengers’ general assessments. The final result is also only presented using the arithmetic mean of the indicators, i.e. in a compensatory way, without taking into account the allocation of importance (weights) to criteria.