<p>Bakgrund: Flygtransportbranschen är hårt konkurrensutsatt genom stark etablering av lågprisbolag. Därtill har händelser såsom terrordådet i New York och SARS påverkat marknaden negativt; branschen har dessutom drabbats av förändrat kundbeteende, bland annat hos privatkunder, och flygbolagen finner det allt svårare att förutse kundernas köp. En medvetenhet om att resenärerna ser priset som en primär faktor vid val av flygbolag finns, men det har visat sig svårt att identifiera andra faktorer.</p><p>Syfte: Syftet med denna uppsats är att öka förståelsen för privatresenärers köpbeteende vid val av flygbolag. Vidare skall vi genom detta dra slutsatser om faktorer som påverkar kundtroheten inom flygtransportbranschen.</p><p>Genomförande: Uppsatsen bygger på kvalitativ metod, där empirisk rådata har insamlats genom 48 intervjuer med privatresenärer, fyra intervjuer med anställda på marknadsavdelningen på Scandinavian Airlines Sverige AB och en oberoende intervju med en professor vid Handelshögskolan i Stockholm.</p><p>Resultat: Våra resultat bekräftar prisets betydelse vid val av flygbolag, men utöver detta har vi kunnat se ett antal för privatresenären värdeskapande faktorer, bland annat personalens bemötande, som påverkar valet av flygbolag. För att beskriva privatresenärernas köpbeteende har vi utvecklat en anpassad behovshierarki för flygtransportbranschen baserat på Maslow, där olika värdeskapande faktorer beskrivs. Studien visar att privatresenären, i huvudsak, ser flygresan inrikes och inom Europa som en transport och efterfrågar därmed främst en enkel, smärtfri och billig resa. Vid interkontinentala flygresor får andra värden en större vikt. Studien har även visat att privatresenärernas motiv för att återkommande efterfråga ett flygbolag inte går att beskrivas på ett generellt plan. Av den anledningen har vi utvecklat lojalitetsbegreppet genom identifiering och beskrivning av sju olika typer av lojaliteter, vilka utvärderas i relation till troheten till företaget, engagemanget till köpprocessen och engagemanget till företaget.</p> / <p>Background: The commercial airline business is facing keen competition from low fares airlines. Air transport has also been effected by incidents like terrorist attacks and SARS. On top of this, the airlines are seeing a change in their customers’ behaviours, which makes it harder to foresee their purchases. The airlines know that the primary factor for choosing an airline is price, but it has proven to be difficult to identify other factors.</p><p>Purpose: The purpose of our master thesis is to increase the comprehension about leisure travellers’ buying behaviour, when choosing a specific airline. Further, we shall draw conclusions about factors that have an effect on loyalty within the commercial airline business.</p><p>Research method: The master thesis is based on an empirical study. 48 interviews have been conducted with leisure travellers, and four with staff members from the marketing department at Scandinavian Airlines Sverige AB; one independent interview with a professor at Stockholm School of Economics was also conducted.</p><p>Results: Our study confirms the importance of price when choosing a specific airline, but we have also seen that other value-based factors have an influence on the choice; among other things kind treatment from the airline staff. To be able to describe the leisure travellers’ buying behaviour, we developed a suited hierarchy of needs for the commercial airline business, based on Maslow, where you can find different value-based factors. Our results show that the leisure traveller sees the flight only as a transport, when travelling domestic or within Europe, and therefore searches for an easy way of travelling to the best price available. When travelling on intercontinental flights, customers attach more importance to other values. The study has also shown that the leisure travellers’ motives for repurchasing from the same airline cannot be described on a general level. We have therefore developed the concept of loyalty by identifying and describing seven types of loyalties. All are being evaluated in relation to the loyalty to the company, the commitment to the buying process and the commitment to the company.</p>

Bakgrund: Flygtransportbranschen är hårt konkurrensutsatt genom stark etablering av lågprisbolag. Därtill har händelser såsom terrordådet i New York och SARS påverkat marknaden negativt; branschen har dessutom drabbats av förändrat kundbeteende, bland annat hos privatkunder, och flygbolagen finner det allt svårare att förutse kundernas köp. En medvetenhet om att resenärerna ser priset som en primär faktor vid val av flygbolag finns, men det har visat sig svårt att identifiera andra faktorer. Syfte: Syftet med denna uppsats är att öka förståelsen för privatresenärers köpbeteende vid val av flygbolag. Vidare skall vi genom detta dra slutsatser om faktorer som påverkar kundtroheten inom flygtransportbranschen. Genomförande: Uppsatsen bygger på kvalitativ metod, där empirisk rådata har insamlats genom 48 intervjuer med privatresenärer, fyra intervjuer med anställda på marknadsavdelningen på Scandinavian Airlines Sverige AB och en oberoende intervju med en professor vid Handelshögskolan i Stockholm. Resultat: Våra resultat bekräftar prisets betydelse vid val av flygbolag, men utöver detta har vi kunnat se ett antal för privatresenären värdeskapande faktorer, bland annat personalens bemötande, som påverkar valet av flygbolag. För att beskriva privatresenärernas köpbeteende har vi utvecklat en anpassad behovshierarki för flygtransportbranschen baserat på Maslow, där olika värdeskapande faktorer beskrivs. Studien visar att privatresenären, i huvudsak, ser flygresan inrikes och inom Europa som en transport och efterfrågar därmed främst en enkel, smärtfri och billig resa. Vid interkontinentala flygresor får andra värden en större vikt. Studien har även visat att privatresenärernas motiv för att återkommande efterfråga ett flygbolag inte går att beskrivas på ett generellt plan. Av den anledningen har vi utvecklat lojalitetsbegreppet genom identifiering och beskrivning av sju olika typer av lojaliteter, vilka utvärderas i relation till troheten till företaget, engagemanget till köpprocessen och engagemanget till företaget. / Background: The commercial airline business is facing keen competition from low fares airlines. Air transport has also been effected by incidents like terrorist attacks and SARS. On top of this, the airlines are seeing a change in their customers’ behaviours, which makes it harder to foresee their purchases. The airlines know that the primary factor for choosing an airline is price, but it has proven to be difficult to identify other factors. Purpose: The purpose of our master thesis is to increase the comprehension about leisure travellers’ buying behaviour, when choosing a specific airline. Further, we shall draw conclusions about factors that have an effect on loyalty within the commercial airline business. Research method: The master thesis is based on an empirical study. 48 interviews have been conducted with leisure travellers, and four with staff members from the marketing department at Scandinavian Airlines Sverige AB; one independent interview with a professor at Stockholm School of Economics was also conducted. Results: Our study confirms the importance of price when choosing a specific airline, but we have also seen that other value-based factors have an influence on the choice; among other things kind treatment from the airline staff. To be able to describe the leisure travellers’ buying behaviour, we developed a suited hierarchy of needs for the commercial airline business, based on Maslow, where you can find different value-based factors. Our results show that the leisure traveller sees the flight only as a transport, when travelling domestic or within Europe, and therefore searches for an easy way of travelling to the best price available. When travelling on intercontinental flights, customers attach more importance to other values. The study has also shown that the leisure travellers’ motives for repurchasing from the same airline cannot be described on a general level. We have therefore developed the concept of loyalty by identifying and describing seven types of loyalties. All are being evaluated in relation to the loyalty to the company, the commitment to the buying process and the commitment to the company.

<p>The study looked particularly at the operations of national carriers and governments&lsquo / efforts to sustain the airlines&lsquo / operations. Evidence has shown that many countries struggle to maintain operations of their flag carriers, but few countries are willing to completely leave the airlines in the hands of the private sector because of national pride. On the other hand, many of those airlines that get into private hands fail and end up being closed down or go back into state hands. These airlines are also perceived to be development tools, in particular for tourism development which is a predominant economic activity in many developing countries. For this reason, many states do not favour privatisation, even though the perception is that the airline industry is better handled by private businesses. The main conclusion of the study for Botswana is therefore that neither full state ownership nor full privatisation is the solution to addressing the problem of ailing flag carriers. There is no single solution, but a combination of several. A broader global view of national airline operations clearly shows that approaches adopted by many successful national airlines, in both developed and developing countries, is some form of partial privatisation.</p>

The economic evaluation of a new airport investment requires the use of estimated future air passenger demand.Today it is well known that air passenger demand is basicly dependent on various socioeconomic factors of the country and the region where the planned airport would serve. This study is focused on estimating the future air passenger demand for planned airports in Turkey where the historical air passsenger data is not available.For these purposses, neural networks and multi-linear regression were used to develop forecasting models. As independent variables,twelve socioeconomic parameters are found to be significant and used in models. The available data for the selected indicators are statistically analysed and it is observed that most of the data is highly volatile, heteroscedastic and show no definite patterns. In order to develop more reliable models, various methods like data transformation, outlier elimination and categorization are applied to the data.Only seven of total twelve indicators are used as the most significant in the regression model whereas in neural network approach the best model is achieved when all the twelve indicators are included. Both models can be used to predict air passenger demand for any future year for Or-Gi and Zafer Airports and future air passenger demand for similar airports. Regression and neural models are tested by using various statistical test methods and it is found that neural network model is superior to regression model for the data used in this study.

<p>The study looked particularly at the operations of national carriers and governments&lsquo / efforts to sustain the airlines&lsquo / operations. Evidence has shown that many countries struggle to maintain operations of their flag carriers, but few countries are willing to completely leave the airlines in the hands of the private sector because of national pride. On the other hand, many of those airlines that get into private hands fail and end up being closed down or go back into state hands. These airlines are also perceived to be development tools, in particular for tourism development which is a predominant economic activity in many developing countries. For this reason, many states do not favour privatisation, even though the perception is that the airline industry is better handled by private businesses. The main conclusion of the study for Botswana is therefore that neither full state ownership nor full privatisation is the solution to addressing the problem of ailing flag carriers. There is no single solution, but a combination of several. A broader global view of national airline operations clearly shows that approaches adopted by many successful national airlines, in both developed and developing countries, is some form of partial privatisation.</p>

The aim of this thesis was to analyze the potential of the airport, the impact of the development and modernization on tourism in the region. As a suggestion for further development of the airport was designed integration into the European project Danube - Vltava.

Made available in DSpace on 2016-06-02T19:51:53Z (GMT). No. of bitstreams: 1 4051.pdf: 3034000 bytes, checksum: 6f4649d36355639c68e2f748d60b0a83 (MD5) Previous issue date: 2011-12-09 / Universidade Federal de Minas Gerais / The growth of passengers air transport as well as the competitiveness of the aviation industry have made the comfort a noticeable item to be taken into account, which is characterized as a key variable for the cabin project and also for the differentiation in the market, once it is related to the passengers satisfaction and acceptance when it comes to this transportation modality. In this context, the in-flight entertainment has been considered one of the most relevant requisite in order to improve the comfort while in the cabin in a way that it enhances values of the airline companies, contributing for a more pleasant and also a rather positive air travel experience. Thereby the aim of this study is to understand the aspects of either comfort or discomfort in airplane cabins, exchanging views on the importance of entertainment activities on board as well as their influence on comfort and discomfort in the cabin. Firstly, based on the literature review it made possible to clearly understand the concepts of comfort and discomfort including the current possibilities of in-flight entertainment. Considering comfort as an outstanding and suitable point to be applied in the cabin, this study is grounded in the approach of the analysis of the activity. As such, the data collection was implemented in two contexts: survey of Brazilian commercial aviation (airports and domestic flights) and interviews with companies connected with the entertainment industry and air transport sector. The procedures adopted have permitted to identify the active travellers preferences and expectations when it comes to in-flight entertainment, what is more, the constraints during the activities occurred in the cabin and tendency of the industry in question. Some recommendations for the project were made, highlighting, mainly, the importance of the amenities in the aircraft cabin for the travelers to use their own devices during the flight. / O crescimento do transporte aéreo de passageiros, bem como da competitividade no setor, tem atraído a atenção da indústria para a questão do conforto, o qual se caracteriza como uma variável chave para projeto de cabines e para a diferenciação no mercado, uma vez que se relaciona a satisfação e aceitabilidade dos passageiros quanto esta modalidade de transporte. Neste contexto, o entretenimento a bordo tem sido visto pela indústria como um dos elementos mais importantes para melhoria do conforto na cabine, de modo que este é percebido enquanto uma solução que agrega valor à companhia aérea, garante vantagens na competitividade do mercado e amplia as possibilidades de ação durante a viagem tornando a experiência de voo mais positiva e agradável. Deste modo, o objetivo deste estudo é compreender os aspectos de conforto e desconforto em cabines de aeronaves, discutindo a importância das atividades de entretenimento a bordo e a influência destas nas questões de conforto e desconforto na cabine. Primeiramente foi realizada a revisão da literatura para entendimento dos conceitos de conforto e desconforto, bem como das possibilidades atuais de entretenimento a bordo. Tendo em vista a relevância da possibilidade de agir para o conforto na cabine, este estudo fundamenta-se na abordagem da análise da atividade. Assim sendo, a coleta de dados foi aplicada em dois contextos: survey na aviação comercial brasileira (aeroportos e voos domésticos) e entrevistas com empresas ligadas à indústria de entretenimento e ao setor aéreo. Os procedimentos adotados permitiram a identificação da importância e das expectativas dos passageiros participantes quanto ao entretenimento a bordo, bem como dos constrangimentos durante a realização de atividades na cabine e as tendências de tal indústria. Foram elaboradas algumas recomendações para projeto, destacando, principalmente, a relevância das facilidades na cabine para que os passageiros possam utilizar seus próprios dispositivos eletrônicos durante o voo.

Submitted by Marlene Santos (marlene.bc.ufg@gmail.com) on 2016-04-04T21:12:54Z No. of bitstreams: 2 Dissertação - Luciana Padovez Cualheta - 2015.pdf: 1603506 bytes, checksum: 640fe4870b9279aeeca49723b2392ea9 (MD5) license_rdf: 19874 bytes, checksum: 38cb62ef53e6f513db2fb7e337df6485 (MD5) / Approved for entry into archive by Luciana Ferreira (lucgeral@gmail.com) on 2016-04-05T11:13:29Z (GMT) No. of bitstreams: 2 Dissertação - Luciana Padovez Cualheta - 2015.pdf: 1603506 bytes, checksum: 640fe4870b9279aeeca49723b2392ea9 (MD5) license_rdf: 19874 bytes, checksum: 38cb62ef53e6f513db2fb7e337df6485 (MD5) / Made available in DSpace on 2016-04-05T11:13:30Z (GMT). No. of bitstreams: 2 Dissertação - Luciana Padovez Cualheta - 2015.pdf: 1603506 bytes, checksum: 640fe4870b9279aeeca49723b2392ea9 (MD5) license_rdf: 19874 bytes, checksum: 38cb62ef53e6f513db2fb7e337df6485 (MD5) Previous issue date: 2015-10-30 / The air transport sector is highly relevant to the global economy and has grown about six times the global GDP in recent years. Nevertheless, it has not been able to generate the desired profitability, due to high costs and the inability to deliver differentiated services to customers. In this context, innovation in services is a priority. This study aimed to identify what are the main practices in the new service development process (NSDP) for companies in the air transport industry. Several NSDP practices are identified in the literature which make up a conceptual model. By conducting multiple case studies and comparing the results with the literature, ten of those practices are found to be recurrent in the air transport industry. They are: analyzing the external environment, analysis of the financial capacity of the company, the creation of support activities, the new service price definition, employee training, adaptation of the physical structure, the disclosure of the new service, disclosure of the benefits of the new service for the customer, obtaining customer feedback and the comparison of actual costs versus planned costs. Future research should try to understand how and why those activities occur. / O setor de serviços de transporte aéreo é altamente relevante para a economia global e tem crescido cerca de seis vezes mais que o PIB mundial nos últimos anos. Apesar disso, o setor não tem sido capaz de gerar a rentabilidade desejada devido aos altos custos e a incapacidade de entregar um serviço diferenciado ao cliente. Nesse contexto, a inovação em serviços tornase prioritária. O presente estudo teve como objetivo identificar quais são as principais práticas do processo de desenvolvimento de um novo serviço (PDNS) para empresas do setor de transporte aéreo. Para tanto, são identificadas as práticas de PDNS propostas na literatura, que compõem um modelo conceitual. Através da condução de estudos de casos múltiplos e da comparação dos seus resultados com a literatura, identificou-se que dez dessas práticas são recorrentes para as empresas do setor de transporte aéreo, sendo elas a análise do ambiente externo, análise da capacidade financeira da empresa, a criação de atividades de suporte, a definição do preço do novo serviço, o treinamento dos funcionários, a adaptação da estrutura física da empresa, a divulgação do novo serviço, evidenciação dos benefícios do novo serviço para o cliente, a obtenção de feedback dos clientes e a comparação dos custos realizados versus o planejado. Sugere-se que pesquisas futuras busquem compreender como e porque cada uma dessas práticas é realizada, ampliando a compreensão acerca do assunto

Submitted by Cláudia Bueno (claudiamoura18@gmail.com) on 2016-05-18T17:50:48Z No. of bitstreams: 2 Dissertação - Bruno Alencar Pereira - 2015.pdf: 1703557 bytes, checksum: 3b0bfddd96375277b93e50576cb6723c (MD5) license_rdf: 23148 bytes, checksum: 9da0b6dfac957114c6a7714714b86306 (MD5) / Approved for entry into archive by Luciana Ferreira (lucgeral@gmail.com) on 2016-05-19T13:28:17Z (GMT) No. of bitstreams: 2 Dissertação - Bruno Alencar Pereira - 2015.pdf: 1703557 bytes, checksum: 3b0bfddd96375277b93e50576cb6723c (MD5) license_rdf: 23148 bytes, checksum: 9da0b6dfac957114c6a7714714b86306 (MD5) / Made available in DSpace on 2016-05-19T13:28:17Z (GMT). No. of bitstreams: 2 Dissertação - Bruno Alencar Pereira - 2015.pdf: 1703557 bytes, checksum: 3b0bfddd96375277b93e50576cb6723c (MD5) license_rdf: 23148 bytes, checksum: 9da0b6dfac957114c6a7714714b86306 (MD5) Previous issue date: 2015-12-07 / In the air transport sector, especially in the airlines, innovation in business models can contribute to the creation of value, competitive advantage and profitability with new possibilities of action in the sector. The proposed research aims to identify the business models adopted by Brazilian airlines and characterize how innovation happens to create value, competitive advantage and profitability by models applied to the sector with the identification and implementation of appropriate indicators not yet exploited to this understanding. The methodology consisted of empirical, exploratory and descriptive research by multi case study with three of the main Brazilian airlines, allowing an investigation to raise significant and holistic characteristics of innovation indicators applied to the business models adopted in the sector. The results show the search paradigm breaks related to the dichotomy of the traditionals models low-cost and full-service toward hybrid business models and perceived the need for a business model that maintains a balance between the services offered, however, no major innovations identified by the supplied value proposition. The conclusion is that in the Brazilian airlines the innovation in business models occur linearly as examples highlighted by the companies, that the perception of them, internal changes in business models are considered major organizational innovations, however, there is no evidence results in large external innovations to the market provided by the business models adopted in a comparative panorama of such airlines. / No setor do transporte aéreo, especialmente nas companhias aéreas, a inovação nos modelos de negócios pode contribuir para a criação de valor, vantagem competitiva e lucratividade com novas possibilidades de atuação no setor. A pesquisa proposta teve por objetivo identificar os modelos de negócios adotados pelas companhias aéreas brasileiras e caracterizar como a inovação ocorre para a criação de valor, vantagem competitiva e lucratividade nos modelos aplicados ao setor, com a identificação e aplicação de indicadores ainda não explorados adequados à essa compreensão. A metodologia utilizada consistiu em pesquisa empírica, exploratória e descritiva realizada por estudo multicaso com três das principais companhias aéreas brasileiras, permitindo uma investigação para levantar as características significantes e holísticas dos indicadores de inovação aplicados aos modelos de negócios adotados no transporte aéreo. Os resultados demonstram a busca por rupturas do paradigma relacionado à dicotomia dos modelos tradicionais low-cost e full-service em direção à modelos de negócios híbridos, sendo perceptível a necessidade de um modelo de negócio que mantenha um equilíbrio entre os serviços oferecidos, porém, sem grandes inovações identificadas pela proposição de valor ofertada. Conclui-se que, nas companhias brasileiras a inovação nos modelos de negócios ocorre de forma linear conforme exemplos destacados pelas companhias que, pela percepção das próprias empresas, as mudanças internas nos modelos de negócios são consideradas grandes inovações organizacionais, porém, não se evidencia nos resultados grandes inovações externas para o mercado proporcionada pelos modelos de negócios adotados em um panorama comparativo entre tais companhias.

O setor de transporte aéreo brasileiro apresenta uma dinamicidade socioespacial que está relacionada à atuação e às ações estratégicas desenvolvidas pelas companhias aéreas em múltiplas escalas territoriais. Este trabalho se propõe analisar e discutir as estratégias empresariais no setor de transporte aéreo brasileiro considerando as principais companhias do país, pois são essas que empreendem uma constante dinâmica a partir de ações estratégicas que promovem a concorrência e a competitividade, mas que também se consubstanciam por estratégias de cooperação. Ao analisar a reprodução do capital empresarial, este trabalho discute as estratégias de três das principais companhias aéreas brasileiras que concentram a maioria dos voos realizados no país, sendo: a TAM Linhas Aéreas, a GOL Linhas Aéreas Inteligentes e a AZUL Linhas Aéreas Brasileiras. Considerando a integração entre a dinâmica do capital e a dinâmica territorial, defendemos a tese de que há uma indissociabilidade na relação entre as ações do capital empresarial em determinados territórios e aeroportos que constituem o interesse das principais companhias aéreas brasileiras. O objetivo primordial das empresas aéreas é buscar e garantir um maior alcance do seu poder de atuação territorial. Assim, essas ações estratégias são desenvolvidas para obter e deter o domínio, a supremacia de expansão do poder territorial, daí a constante necessidade de se promover acordos e alianças com outras companhias. Diante dessa abordagem, somam-se elementos como: a concorrência, a competitividade, a cooperação, a distribuição das malhas aéreas e a definição dos principais hubs aeroportuários, as concessões de aeroportos à iniciativa privada e a participação e influência das ações do capital estrangeiro. Em síntese, esses elementos constituem um conjunto de referências para analisar e discutir as ações do capital empresarial integrada à busca por poder de atuação territorial. / The Brazilian air transport sector has socio-spatial dynamics that are related to the performance and strategic actions developed by the airlines at multiple territorial levels. This study aims to analyze and discuss the business strategies in the Brazilian air transport sector considering the leading companies in the country, for these are the agents that engage in a constant and relevant dynamic based on strategic actions that promote rivalry and competition, but that are also supported by cooperative strategies. By analyzing the reproduction of business capital, this work discusses the strategies of three Brazilian companies that operate most flights in the country, namely: TAM Linhas Aéreas, GOL Linhas Aéreas Inteligentes and AZUL Linhas Aéreas Brasileiras. Considering the integration between capital dynamics and territorial dynamics, we defend the thesis that there is an inseparable link between the effects of business capital and certain territories and airports, which constitute the fundamental interests of the main Brazilian airlines. The primary objective of these companies is to pursue and ensure an increase in their potential territorial range. As such, these strategic actions are developed to obtain and hold the command, the supremacy over the expansion of territorial power. It is this that gives rise to the constant need to promote agreements and alliances with other companies. This approach is supplemented by such elements as: rivalry, competition, cooperation, distribution of air networks, definition of the main airport hubs, public concessions of airports to private companies, in addition to the participation and influence of foreign capital. In summary, these elements constitute a set of references to analyze and discuss the effects of business capital integrated with the search to control territorial range.