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Justified purpose of the topic: Knowledge of how passengers perceive hospitality aboard Brazilian aircraft allows us to know the tangible and intangible factors that customers value and that can influence airline choice. Objective: Within aviation hospitality, the present study aims to investigate hospitality in Brazilian domestic air transportation from passenger viewpoint. Method and approach: The study is of a mixed nature comprising a qualitative stage with literature review and quantitative one, with the development of a data collection instrument and the analysis of 1,163 questionnaires, using SPSS software as an analysis tool. Results: The findings allow us to conclude that passengers perceive hospitality aboard Brazilian domestic air transport aircraft, comprising a set of 19 items that can be explained using 5 factors that were named "attractions", "service", "well-being", "low cost" and "cleanliness". Originality: This work aims to present an original model to measure hospitality aboard Brazilian aircraft.

Modelo para Aferir a Hospitalidade a Bordo das Aeronaves do Transporte Aéreo Doméstico Brasileiro