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

• Pastrana-Martínez, Marisol ^[1] ; Máynez-Guaderrama, Aurora Irma ^[1] ; Vargas-Salgado, María Marisela ^[1] ; Gómez-Bull, Karla Gabriela ^[1]
  1. [1] Universidad Autónoma de Ciudad Juárez

     Universidad Autónoma de Ciudad Juárez

     México

     
• Localización: Estudios Gerenciales: Journal of Management and Economics for Iberoamerica, ISSN 0123-5923, Vol. 36, Nº. 157, 2020, págs. 484-495
• Idioma: español
• DOI: 10.18046/j.estger.2020.157.3860
• Títulos paralelos:
  • Análise da satisfação dos passageiros das companhias aéreas mexicanas de baixo custo
  • Analysis of the satisfaction of the passengers of Mexican low-cost airlines
• Enlaces
  • Texto completo (pdf)
• Dialnet Métricas: 1 Cita
• Resumen
  • español

    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 diseño 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.

  • português

    Este trabalho é no setor de companhias aéreas de baixo custo. O objetivo foi investigar em passageiros de companhias aéreas de baixo custo no México a satisfação como variável mediadora entre capacidade de resposta e confiabilidade e entre lealdade e as intenções de comportamento. Foi utilizado um desenho de pesquisa quantitativa, não experimental, transversal, descritivo, correlacional e não probabilístico. A modelagem estrutural com mínimos quadrados parciais foi utilizada como técnica de análise estatística. De acordo com os resultados, três relações destacam-se: 1) confiabilidade e satisfação; 2) satisfação e lealdade; e 3) satisfação e intenções comportamentais. A relação direta entre confiabilidade e lealdade não foi significativa.

  • English

    This work is developed in the low-cost airline sector. The aim was to inquire in low-cost airline passengers in Mexico about satisfaction as a mediating between responsiveness and reliability and between loyalty and behavioral intentions. A quantitative, non-experimental, cross-sectional, descriptive, correlational, and non-probabilistic research design was used. Structural modeling with partial least squares was used as a statistical analysis technique. According to the results, three links stand out: 1) reliability and satisfaction; 2) satisfaction and loyalty; and 3) satisfaction and behavioral intentions. The direct relationship between reliability and loyalty was not significant.

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