The influence of service quality and satisfaction in consumer behaviour intention : an empirical study of a charter airline

Mestrado em MarketingFrom the theoretical and empirical points of view, quality of service and satisfaction have been identified as strong predictors of consumer behavioural intentions. These dynamics have already been studied on the airline context, mainly in regular airlines and low-costs but investigations in the context of charter companies were not found. Thus, this study aims to explore the impact of service quality and satisfaction in behavioural intentions, considering passengers of a charter company. A survey was conducted during the period between 24 July and August 20, 2010. Consequently, we have collected 1283 questionnaires of long haul passengers and 4507 questionnaires of medium haul passengers. According to literature review, service quality positively affects passenger behavioural intentions but satisfaction has the strongest effect in. Surprisingly, the dimension of service quality that mostly influences satisfaction and behavioural intentions is the tangible dimension. Also, we didn't find any meaningful relationship between the entertainment on-board in medium-haul and behavioural intentions of passengers. These results will provide knowledge directly obtained from the voice of passengers that can be used by researchers to include charter airlines specificities in the broad investigation about service quality, satisfaction and customer behaviour. In addition, managers can learn from these examples, understanding the dimensions of the service mostly valued as a high potential element to differentiate the firm from the competitors and as adjuvant factors to increase passengers favourable intentions to the company.Do ponto de vista teórico-empírico, a qualidade de serviço e a satisfação têm sido apontadas como fortes influenciadores das intenções comportamentais do consumidor. Estas dinâmicas já foram estudadas ao nível das companhias aéreas regulares e low-cost mas não foram encontrados registos de investigações no âmbito das companhias charter. Assim, o objetivo principal deste trabalho de investigação é analisar o impacto que a qualidade de serviço e a satisfação têm ao nível das intenções comportamentais dos passageiros duma companhia charter. Para o efeito, foi realizado um inquérito aos passageiros duma companhia charter portuguesa no período entre 24 de Julho e 20 de Agosto de 2010. Foram recolhidos 1283 questionários a passageiros de longo curso e 4507 a passageiros do médio curso. De acordo com a literatura, constataram-se relações positivas entre a qualidade de serviço e as intenções comportamentais, sendo a satisfação, a variável que mais influi nas intenções dos passageiros. Surpreendentemente, a dimensão da qualidade de serviço que mais influencia a satisfação e as intenções comportamentais são os tangíveis e não foi encontrada qualquer relação com significado entre o entretenimento a bordo dos aviões do médio curso e as intenções comportamentais dos passageiros. Estes resultados constituem conhecimento diretamente proveniente da voz dos passageiros que pode ser utilizado pelos investigadores de forma a desenvolverem a pesquisa no âmbito charter. Além disso, os gestores podem concluir acerca das dimensões do serviço mais valorizadas como diferenciadoras da concorrência e adjuvantes de intenções favoráveis dos passageiros para com a empresa

The comeback of the largest player in the cruise industry

This report will provide valuable insights of not only Carnival’s Corporation but also of the Cruise industry in which the company operates regarding top players, industry trends and dynamics that are important to fully understand its valuation. The last chapter reflects our methodology to value Carnival Corporation, by presenting the main inputs that will lead to our target share price

Brazilian Dentistry is Among the Best in the World. Is it True?

It is common to hear the assertion that Brazil’s dentistry is one the best in the world or that Brazil has the best dentists. These statements are based, in part, on the total number of scientific dentistry manuscripts produced in Brazil and on extrapolating the ranking of Brazilian faculty/courses compared to others in the world, which also uses the number of article publications produced by each institution as a parameter. Therefore, Dentistry in Brazil is among the best in the world, as this is a direct metric: more publications must be at the forefront of knowledge, and this transfers to classrooms and clinics where future dentists in training are learning dentistry. The result, in the end, should be better oral health for Brazilians

Mode interactions with symmetry

This thesis deals with steady-state mode interaction problems with symmetry. We prove several results concerning problems invariant under the action of an arbitrary compact Lie group Γ. These include the existence of mixed-mode solutions and secondary Hopf bifurcations. We also consider the unfolding of the equations characterizing such problems. Where appropriate, we distinguish the case when Γ acts trivially on one of the modes. We then apply the results to the problems of the (1,3)-, (1,5)- and (1,3,5)-mode interactions with spherical symmetry. We also consider the (3,5)- and the (1,3,5)-mode interaction problems with SO(3) symmetry

Historical Geographical Distribution of Potentially HCBs (Harmful Cyanobacterial Blooms) across the Portuguese Territory under a European Context

Climate change enhances the occurrence of HCBs (Harmful Cyanobacterial Blooms) worldwide, particularly in freshwater ecosystems, posing increased risks for local populations. The present work intends to conduct a spatiotemporal historical overview on the occurrence of potentially toxic cyanobacterial blooms in Europe and Portugal, particularly over the past four decades. Microcystis blooms are widely reported across the globe, and microcystins (MCs) are the most detected cyanotoxins. Nevertheless, this can be greatly attributed to the fact that MC-LR is the main cyanotoxin targeted in most studies over the past 40 years due to the health risk guidelines from World Health Organization (WHO). In Europe, this trend is also observed, with microcystins as the most reported cyanotoxins, followed by anatoxins, saxitoxins, cylindrospermopsin, and nodularin. In Portugal, MCs have been reported since the 1980s in freshwater bodies such as shallow lakes (e.g., Mira and Vela lakes) and reservoirs (e.g., Torrão, Carrapetelo, Aguieira, Alvito, Odivelas, Monte Novo, Enxoé, and Roxo reservoirs), and their occurrence has not only been mainly related with the blooms of Microcystis spp. (particularly M. aeruginosa) but also with Aphanizomenon and Planktothrix spp. High levels of anatoxin-a have been detected in strains of Anabaena and Aphanizomenon spp. isolated from Maranhão reservoir and near Waste Water Treatment Plants. Saxitoxins have been reported from reservoirs such as Montargil and Crestuma, and related to Aphanizomenon flos-aquae. Toxic Raphidiopsis raciborskii (formerly Cylindrospermopsis raciborskii) strains have been reported for the first time in Portugal in 2003. Although cylindrospermopsin was not detected then, it has been later reported to occur at Vela Lake and São Brás Lake (Azores). This also suggests the importance of referring and monitoring species recognized as having toxic strains with a wide variety of toxic compounds rather than only the most known target cyanotoxins. The present compilation of data aims to contribute to a preliminary Portuguese/Iberian database platform on HCBs and future modelling by integrating the available historical data. The persistent incidence of potentially toxic cyanobacteria through the years in target water bodies may help better understand their dynamics and design deeper ecological research approaches as well as more effective management and control strategies.publishe

Construcción de saberes a través de la educación intercultural por el arte en la formación de padres y madres de una institución educativa, Pachacútec

Para lograr una educación de calidad, es necesario que las familias y la comunidad tengan una participación activa en el proyecto educativo. Así, el proyecto “Semillas que crecen en la arena" fomenta la participación de las familias en la escuela, centrándose en el desarrollo integral de niños y niñas y desarrollando una comunidad de aprendizaje; todo ello a través de un enfoque de educación intercultural y por el arte. Esta investigación buscó comprender la metodología del proyecto y la experiencia de los padres y madres participantes, desde sus dimensiones subjetivas y sus relaciones comunitarias. La metodología fue cualitativa, orientada por los estudios etnográficos y se basó en la observación participante y entrevistas grupales. Los y las participantes fueron los padres, madres y docentes de una institución educativa en Pachacútec, Ventanilla y los profesionales del equipo facilitador del proyecto. Los resultados indican que la metodología del proyecto, basada en la educación intercultural por el arte, la reflexión y el diálogo, ofrece estrategias pertinentes y sensibles culturalmente para la transformación de la institución educativa e impulsa la participación de las familias en la educación. Asimismo, se encuentra que para que estos resultados puedan ser consolidados, es necesario que los órganos públicos asuman la responsabilidad de garantizar la infraestructura y los servicios necesarios para el buen funcionamiento de la escuela. Resulta importante además, generar espacios de diálogo, participación y decisión por parte de las familias en el proyecto educativo.Quality education hinges on the participation of parents and communities in educational design and delivery. The “Semillas que crecen en la arena” project promotes parent involvement in early childhood development by building a learning community and using a method based on intercultural education through the arts. This research study sought to understand the methodological approach of the “Semillas que crecen en la arena” project as well as gauge the parents’ perspective on their subjective experience and their community relations as project participants. This qualitative research study was based on ethnographic studies, and relied on participant observation and group interviews as its main research techniques. The research was developed in a public pre-school located in Pachacútec, an underprivileged neighborhood in the northern periphery of Lima. The participants were the pre-school parents and teachers and the project facilitators. The results of the study indicate that the project methodology, based on intercultural education through the arts, reflection and dialogue, offers adequate and culturally sensitive strategies to transform the school and enhance parent and community involvement in the design and delivery of education. In addition, in order to consolidate these results, public education authorities need to take responsibility for the proper functioning of the school, providing appropriate infrastructure and services. Also, it is important to create more opportunities for parent-school dialogue, participation and joint decision making on the education of their children.Tesi