We found a match
Your institution may have access to this item. Find your institution then sign in to continue.
- Title
Aerolíneas bajo costo y convencionales: la satisfacción y lealtad de sus clientes.
- Authors
Garmendia Mora, Juan Carlos; Tavera Morales, Diego Alejandro
- Abstract
The present article exposes the evaluation of customer satisfaction and loyalty levels in low-cost and conventional airlines in Colombia. The approach was quantitative; a survey was applied to 421 users at El Dorado airport, Bogota. The gap that separates these types of airlines is becoming smaller, although there is still a differential between customers' expressed satisfaction. The low-cost model makes its passengers less satisfied and, therefore, less loyal. There is a high correlation between satisfaction and loyalty: 0.81 for traditional airlines and 0.85 for low-cost airlines.
- Subjects
BOGOTA (Colombia); COLOMBIA; CUSTOMER satisfaction; LOYALTY; AIRLINE industry; AIRPORTS; PASSENGERS; CUSTOMER loyalty
- Publication
Universidad & Empresa, 2021, Vol 23, Issue 41, p1
- ISSN
0124-4639
- Publication type
Article
- DOI
10.12804/revistas.urosario.edu.co/empresa/a.10523