This paper presents the development of a model of accident analysis according to the principal factors which influence aeronautical accidents that are able to assess any aircraft accident, taking into account human, organizational, environmental and airport infrastructure factors. The methodology of data collection of this research was through the literature, analysis of aircraft accident reports, technical visits to the center of certification of commercial aircraft pilots and interviews with industry experts. From this model, it is possible to evaluate the influence of these factors and identify the dependence and relationship existing, and how they influence the system. With the aid of Bayesian Networks technique, it is also possible to quantify the factors and assess which ones have more impact in the system. The results show the relationship between the factors that can influence the performance of the pilots and therefore can indicate how it may impact the success or failure of tasks related to flight procedures. The results also may indicate subsidies for mitigating actions, collaborating in the management of operational safety of air transport and assessing the overall impact of the factors that determine any accident.

O presente trabalho selecionou três importantes aeroportos brasileiros para pesquisas de campo, observação e entrevista com passageiros nas áreas de check-in e inspeção de segurança. O objetivo do trabalho foi obter a importância de indicadores, qualitativos ou quantitativos, que afetam a percepção da qualidade de serviço no Aeroporto Internacional de São Paulo (SBGR), Aeroporto de São Paulo/Congonhas (SBSP) e Aeroporto Internacional de Brasília (SBBR). A metodologia adotada foi: (i) seleção dos indicadores, (ii) método de coleta, (iii) dimensionamento da amostra e, (iv) método de regressão linear. Os resultados finais revelaram que os modelos obtidos indicaram que há uma relação forte entre a percepção, ou seja, a visão que o passageiro tem sobre o componente e/ou serviço oferecido no terminal de passageiros e o tempo decorrido, seja este de espera na fila ou de atendimento. Os resultados mostraram ainda, que cada aeroporto apresentou variáveis independentes diferentes atuando fortemente sobre as mesmas variáveis dependentes dos modelos analisadas. Adicionalmente, alguns indicadores avaliados neste trabalho não foram relatados na literatura, trazendo uma contribuição importante para os resultados, além de subsídios para a melhoria destes serviços.

The opinion of passengers on the degree of importance of the components is required in order to prioritize services. A low service level can, besides causing inconvenience for terminal users, increase the waste of resources and increase costs if there is no adequate planning. Hence, outlining passenger profiles at the airport is relevant to strategic planning of airport activity management. It is believed that individual characteristics could influence opinion on the degree of importance or about the quality of airport services. This article shows that the check-in and the departure lounge were considered the most important areas in the airport terminal by passengers. Finally it was noted that the age and reason for travel influenced the passengers’ perception about the check-in area and the frequency of flying influenced the perception of the departure lounge.