Analysis of the satisfaction of the passengers of Mexican low-cost airlines

Authors

  • Marisol Pastrana-Martínez Egresada, Maestría en Administración, Instituto de Ciencias Sociales y Administración, Universidad Autónoma de Ciudad Juárez, Chihuahua, México. https://orcid.org/0000-0002-9660-3812
  • Aurora Irma Máynez-Guaderrama Profesora-Investigadora, Departamento de Ingeniería Industrial y Manufactura, Instituto de Ingeniería y tecnología, Universidad Autónoma de Ciudad Juárez, Chihuahua, México. https://orcid.org/0000-0001-8174-3807
  • María Marisela Vargas-Salgado Profesora-Investigadora, Departamento de Ciencias Administrativas, Instituto de Ciencias Sociales y Administración, Universidad Autónoma de Ciudad Juárez, Chihuahua, México. https://orcid.org/0000-0002-9670-5982
  • Karla Gabriela Gómez-Bull Profesora-Investigadora, Departamento de Ingeniería Industrial y Manufactura, Instituto de Ingeniería y tecnología, Universidad Autónoma de Ciudad Juárez, Chihuahua, México https://orcid.org/0000-0002-6584-2597

DOI:

https://doi.org/10.18046/j.estger.2020.157.3860

Keywords:

responsiveness, reliability, satisfaction, loyalty, behavior intention, low-cost Airlines

Abstract

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.

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References

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Published

2020-11-17

Issue

Section

Research articles

How to Cite

Analysis of the satisfaction of the passengers of Mexican low-cost airlines. (2020). Estudios Gerenciales, 36(157), 484-495. https://doi.org/10.18046/j.estger.2020.157.3860