Abstract

PASTRANA-MARTINEZ, Marisol; MAYNEZ-GUADERRAMA, Aurora Irma; VARGAS-SALGADO, María Marisela  and  GOMEZ-BULL, Karla Gabriela. Analysis of the satisfaction of the passengers of Mexican low-cost airlines. estud.gerenc. [online]. 2020, vol.36, n.157, pp.484-495. ISSN 0123-5923.  https://doi.org/10.18046/j.estger.2020.157.3860.

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.

Keywords : responsiveness; reliability; satisfaction; loyalty; behavior intention; low-cost airlines.

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