Análisis del nivel de satisfacción de los pasajeros de aerolíneas que operan en la ciudad de Guayaquil.

Abstract

The purpose of this project was to analyze the level of satisfaction of airline passengers that operate in the city of Guayaquil. For this, the data collection tool called Survey was applied to 384 passengers of traditional airlines that entered the city of Guayaquil in the year 2021. The results obtained from the passengers were analyzed according to their perception of the service received by the airlines, where the dimensions of Onboard Service, Ground Service (Embarkation and Disembarkation) and Infrastructure were evaluated to determine which of the exposed dimensions demonstrated variables that affected the passenger's overall satisfaction. A favorable response was found, with a general satisfaction level of Good in the perceived service. Finally, passenger dissatisfaction was found according to the service provided in the Boarding dimension, for which a proposal for improvement was put forward, highlighting the need to apply constant training to airline personnel and to use a procedure manual to serve as a support and incentive tool for personnel to create an excellent service vocation.