Title: Determinants that influence consumer behaviour - an empirical study applied to air transport in Portugal

Authors: José Manuel Vicente; Felipa Lopes dos Reis; João Lamy Gil

Addresses: Lusófona University, Lisboa, Portugal; Escola de Ciências Económicas e das Organizações, Campo Grande, 376, 1749-024, Lisboa, Portugal ' Lusófona University, Lisboa, Portugal; Escola de Ciências Económicas e das Organizações, Campo Grande, 376, 1749-024, Lisboa, Portugal ' Lusófona University, Lisboa, Portugal; ANA Aeroportos de Portugal, Escola de Ciências Económicas e das Organizações, Campo Grande, 376, 1749-024, Lisboa, Portugal

Abstract: This research has the main objective of analysing and studying the factors that influence the consumer behaviour of TAP Air Portugal. A survey was carried out at the Lisbon Airport facilities, between 10 and 13 February 2020 (with 4,253 valid responses), which allowed the identification of the consumers' profile and the analysis of their behaviour in relation to the services provided by the different airlines. Although there are similarities in marketing and services provided by different companies, the consumer behaves differently in relation to each of them. It is possible to verify that a Portuguese consumer, with an advanced age, is a consumer who follows his heart and is loyal to TAP, Portugal's flagship company. The younger consumer has other assumptions in mind in his choice, however, it is important to understand where these companies are heading and in what way.

Keywords: consumer behaviour; determinants; making-decision policy; customer loyalty; TAP Air Portugal.

DOI: 10.1504/IJBEX.2025.146055

International Journal of Business Excellence, 2025 Vol.36 No.1, pp.112 - 132

Received: 01 Nov 2020
Accepted: 03 Jul 2021
Published online: 06 May 2025 *

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