Bibliographic citations
Gamarra, L., Apaza, C. (2023). Relación del eWOM con la intención conductual de clientes de aerolíneas de Lima Metropolitana en el 2021 [Tesis, Universidad Peruana de Ciencias Aplicadas (UPC)]. http://hdl.handle.net/10757/673793
Gamarra, L., Apaza, C. Relación del eWOM con la intención conductual de clientes de aerolíneas de Lima Metropolitana en el 2021 [Tesis]. PE: Universidad Peruana de Ciencias Aplicadas (UPC); 2023. http://hdl.handle.net/10757/673793
@misc{renati/417565,
title = "Relación del eWOM con la intención conductual de clientes de aerolíneas de Lima Metropolitana en el 2021",
author = "Apaza Casabona, César Eduardo Franco",
publisher = "Universidad Peruana de Ciencias Aplicadas (UPC)",
year = "2023"
}
Research conducted by Comisión Económica para América y el Caribe (CEPAL, 2020) estimates that airlines worldwide lost income in the range of USD 256 billion during the first eight months of 2020. This is a result of the COVID-19 global health catastrophe. Additionally, a number of factors that affect consumer behavior when selecting an airline come into play following the company's resume of operations in the market. One of them is word-of-mouth, which is facilitated by the internet and allows for a quicker spread of information. In light of the aforementioned circumstances, the primary goal of this study was to ascertain whether there is a connection between airline eWOM and behavioral intention based on the acceptance and satisfaction of 25–35-year-old customers in Metropolitan Lima in 2021. To do this, the project will be broken down into five primary sections. The first two will include an industry analysis and a description of the research's theoretical underpinnings. Moreover, goals and conjectures are also brought forward. The research is described as having a correlational scope in the third section. It also takes a hybrid strategy, utilizing both non-experimental cross-sectional quantitative research and exploratory qualitative research conducted through focus groups and in-depth interviews. Four factors make up the research: online word-of-mouth, information acceptance, information satisfaction, and behavioral intention. Non-probabilistic convenience sampling was used to pick 303 participants as the research population. The results are then displayed in the fourth section, which also includes an analysis and conclusions. Based on the acceptance and satisfaction of customers in the Metropolitan Lima area who are between the ages of 25 and 35 in 2021, it can be concluded that there is a relationship between the eWOM of the airlines and the behavioral intention.
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