Citas bibligráficas
Quiroz, F., (2018). Calidad del servicio en la línea aérea Avianca y la satisfacción del cliente en la ruta Cusco – Lima – Cusco, 2017. [Tesis, Universidad Andina del Cusco]. https://hdl.handle.net/20.500.12557/1957
Quiroz, F., Calidad del servicio en la línea aérea Avianca y la satisfacción del cliente en la ruta Cusco – Lima – Cusco, 2017. [Tesis]. : Universidad Andina del Cusco; 2018. https://hdl.handle.net/20.500.12557/1957
@misc{renati/18637,
title = "Calidad del servicio en la línea aérea Avianca y la satisfacción del cliente en la ruta Cusco – Lima – Cusco, 2017.",
author = "Quiroz Valderrama, Flor de María",
publisher = "Universidad Andina del Cusco",
year = "2018"
}
This research work entitled “QUALITY OF THE SERVICE IN AVIANCA AIRLINE, AND THE CUSTOMER SATISFACTION IN THE SKYWAY FROM CUSCO TO LIMA ROUNDTRIP, 2017“ has as a main objective to determine how the quality of the service provided by the Avianca airline in Cusco-Lima round trip is, in concordance to the customer satisfaction, because, as we know, the quality in service is a must in the provision of services inside an airline, in this purpose, this service must be gone according to the technology and modernity in order to achieve the costumer satisfaction as a business objective. This study has been considered the SERVQUAL model, which is the one that defines the quality of the service as “the difference between the real customers perceptions and the expectations that on this had previously been formed“ (Zeithaml, Parsuraman, Berry, 1993: 26), sketching out 5 dimensions of quality, such as: reliability, tangibility, safety, empathy and responsiveness. After the analysis of the results, it can be said that the quality of the service in this airline is good, however it requires a permanent implement of some actions to improve the quality of the service due along the flights from Cusco to Lima, airlines are permanently exposed. to problems in boarding and landing operations as a result of the weather and some other geographical conditions. This research work is a quantitative one, because it considers as its object of study problems open to be measured, statistical analysis and experimental control in a correlational descriptive level in which the purpose is to measure the relationship level between the variable of study and the not experimental design variable. In this work variables were not changed in order to modify the behavior of the study variables.
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