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

José Manuel Vicente, Felipa Lopes dos Reis and João Lamy Gil

International Journal of Business Excellence, 2025, vol. 36, issue 1, 112-132

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. (search for similar items in EconPapers)
Date: 2025
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Persistent link: https://EconPapers.repec.org/RePEc:ids:ijbexc:v:36:y:2025:i:1:p:112-132

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