Quality Function Deployment in Airport Terminals: The Airport of Porto Alegre Case

Abstract

Since years 90, the Brazilian air market suffered major changes, starting with the opening of the market and culminating with increasing competition in the airline market. These factors, coupled with the country’s economic stability, and the ease to credit, generated a significant increase in demand in the last decade. Current infrastructure of airports could not keep up with the growing market, which led to the situation faced daily in Brazilian airports: crowded waiting rooms and constant delays in flights. Within this context, this work aims to evaluate the quality of services within Porto Alegre Airport/Salgado Filho. Quality function Deployment tool (QFD) is used as the main tool for evaluating the levels of quality. The requirements have been identified and prioritized with the application of market research, and subsequently analyzed by the statistical tool Principal Component Analysis (PCA). The result was the construction of a survey instrument to assess airports, statistically valid, and a methodology to weave strategic guidelines for implementation of improvements. 

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