The customer orientation is not a recent philosophy in marketing. However, some economic sectors are not sensitive to such trends yet, mainly in Brsui: Nowadays, the quality-marketing integration has become concrete in CSM - Customer Satisfaction Measurement - models, scarcely used in Brazil. The purpose of this survey is to analyse the perception of passengers flying through three Brazilian airlines about some attributes of the services offered by them, which seemed crucial for the observed image. It also aimed to enhance the corporate image and the passengers' loyalty.
customer satisfaction; airlines; consumer behavior; corporate image; attributes of service