Bibliographic citations
Albornoz, V., Barriga, J. (2020). Percepción de la calidad de servicio en vuelos nacionales en usuarios de edades de 18 a más años de edad que residen en Lima Metropolitana [Tesis, Universidad Peruana de Ciencias Aplicadas (UPC)]. http://hdl.handle.net/10757/655425
Albornoz, V., Barriga, J. Percepción de la calidad de servicio en vuelos nacionales en usuarios de edades de 18 a más años de edad que residen en Lima Metropolitana [Tesis]. PE: Universidad Peruana de Ciencias Aplicadas (UPC); 2020. http://hdl.handle.net/10757/655425
@misc{renati/394592,
title = "Percepción de la calidad de servicio en vuelos nacionales en usuarios de edades de 18 a más años de edad que residen en Lima Metropolitana",
author = "Barriga Junco, Julia Auristela",
publisher = "Universidad Peruana de Ciencias Aplicadas (UPC)",
year = "2020"
}
Decreasing customer loyalty and rising expectations have challenged companies to find unique methods to improve their quality of service. This has happened in all industries, including for airlines. With the entry of low-cost or “low cost” airlines, the aeronautical market became more dynamic and, as a result, many airlines have transformed their marketing strategies, especially with regard to their prices, the basic services associated with it and quality. of the same. In the present investigation, we seek to identify and analyze the determining factors of the quality of service that influence the satisfaction of passengers on domestic flights residing in Metropolitan Lima. For this purpose, the AIRQUAL model, developed specifically for airlines, and the passenger satisfaction assessment were used. The model consists of 5 dimensions divided into 33 items graded with Likert scales (1 to 5). Some questions in the model were adapted so that they are relevant to the Lima user. 400 surveys were conducted online, of which 353 were valid and were used for the study in question. It was found that the image of the airline, as well as the empathy shown by it, play an important role in the satisfaction perceived by users. Likewise, it was found that the tangibles found at the airport were the dimension with the least relevance.
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