Abstract

GARMENDIA MORA, Juan Carlos  and  TAVERA MORALES, Diego Alejandro. Low-Cost and Conventional Airlines: Customer Satisfaction and Loyalty. rev.univ.empresa [online]. 2021, vol.23, n.41, pp.107-132.  Epub June 09, 2022. ISSN 0124-4639.  https://doi.org/10.12804/revistas.urosario.edu.co/empresa/a.10523.

The present article exposes the evaluation of customer satisfaction and loyalty levels in low-cost and conventional airlines in Colombia. The approach was quantitative; a survey was applied to 421 users at El Dorado airport, Bogota. The gap that separates these types of airlines is becoming smaller, although there is still a differential between customers' expressed satisfaction. The low-cost model makes its passengers less satisfied and, therefore, less loyal. There is a high correlation between satisfaction and loyalty: 0.81 for traditional airlines and 0.85 for low-cost airlines.

Keywords : Low-cost airlines; traditional airlines; satisfaction; loyalty.

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