Análise da satisfação dos passageiros das companhias aéreas mexicanas de baixo custo
DOI:
https://doi.org/10.18046/j.estger.2020.157.3860Palavras-chave:
capacidade de resposta, confiabilidade, satisfação, lealdade, intenção comportamental, companhias aéreas de baixo custoResumo
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.
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