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Análisis de la satisfacción de pasajeros de aerolíneas de bajo costo mexicanas

Author

Listed:
  • María Marisela Vargas-Salgado
  • Marisol Pastrana-Martínez
  • Aurora Irma Máynez-Guaderrama
  • Karla Gabriela Gómez-Bull

Abstract

Este trabajo se sitúa en el sector de las aerolíneas de bajo costo. El objetivo fue indagar en pasajeros de aerolíneas de bajo costo en México sobre la satisfacción como variable mediadora entre la capacidad de respuesta y la confiabilidad y entre la lealtad y las intenciones de comportamiento. Se utilizó un diseno de investigación cuantitativo, no experimental, transversal, descriptivo, correlacional y no probabilístico. Como técnica de análisis estadístico se usó la modelación estructural con mínimos cuadrados parcializados. De acuerdo con los resultados, se destacan tres vínculos: 1) confiabilidad y satisfacción; 2) satisfacción y lealtad; y 3) satisfacción e intenciones de comportamiento. La relación directa entre confiabilidad y lealtad resultó no significativa.

Suggested Citation

  • María Marisela Vargas-Salgado & Marisol Pastrana-Martínez & Aurora Irma Máynez-Guaderrama & Karla Gabriela Gómez-Bull, 2020. "Análisis de la satisfacción de pasajeros de aerolíneas de bajo costo mexicanas," Estudios Gerenciales, Universidad Icesi, vol. 36(157), pages 484-495, December.
    • Handle: RePEc:col:000129:019090
    DOI: 10.18046/j.estger.2020.157.3860
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    More about this item

    Keywords

    Capacidad de respuesta; confiabilidad; satisfacción; lealtad; intención de comportamiento; aerolíneas de bajo costo.;
    All these keywords.

    JEL classification:

    • M10 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - General
    • M30 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - General
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

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