Operational performance indicators of Brazilian Airport Services, 2013-2016

Abstract

Introduction: The main services provided at airports were converted into indicators by the International Airports Council (ACI) and measured at Brazilian airports since the FIFA World Cup 2014. Objective: to describe the operational quality of 15 Brazilian airports, according to passenger size and management model (public/private), in the 2013-2016 quadrennial. Methods: A total of 48 operational quality indicators in the airport services of 15 airports, measured on a Likert scale, were aggregated into ten intermediate indices and five total indices (tangibility, agility, reliability, assurance and empathy). In the 4 years under study, there were an average of 13,000 respondents each quarter in the year. Results: Among the ten Intermediate indices, Competence was the item best evaluated by the users (average of 4.42) and Costs was the worst (average of 2.61). Among the five total indices, Agility and Reliability were the best-evaluated (averages of 4.25 and 4.15, respectively), while Empathy was the worst evaluation (mean of 3.82). Conclusion: The linking of operational performance indexes to the administrative management model (public or private) in the period under study, pointed out the Curitiba International Airport, of public administration (average of 4.29), as the best rated in the opinion of the respondents/users. It received the best evaluations in the intermediate operational performance indices, as well as by sector of the airport.