Calidad en el servicio y satisfacción del pasajero en las aerolíneas de bajo costo en el estado de Sonora.

Luis Enrique Ibarra Morales, Daniel Paredes Zempual, María Guadalupe Durazo Bringas

Resumen


El objetivo del artículo es establecer una relación causal entre las dimensiones que miden la calidad en el servicio y su impacto en la satisfacción del pasajero en las aerolíneas de bajo costo en el estado de Sonora, mediante la aplicación de 765 encuestas y el método ServPerf para su medición. La dimensión que más impactó fue la Empatía, -atención individualizada al momento de brindar el servicio-. Un modelo de regresión de datos explicó el 62.9% la variabilidad en la satisfacción del pasajero. Esta información servirá de base para atraer y en su caso, retener a la mayoría de los clientes.

Palabras clave


Calidad en el servicio; satisfacción del cliente

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