Resumo

ORLANDINI G, Ingrid  e  RAMOS GUZMAN, Norma. Aplicación del modelo SERVQUAL en la prestación de servicio de las empresas de transporte aéreo. Investigación y Negocios [online]. 2017, vol.10, n.15, pp.144-155. ISSN 2521-2737.

The objective of this article is to determine the perceptions of quality that the customers have about four airlines that operate in the city of Sucre. For this purpose, the SERVQUAL model was applied, which allowed us to calculate a service quality index (ISC) based on the analysis of factors perceived by customers: tangible aspects or elements, reliability, sensitivity or responsiveness, safety And empathy. The hypothesis to be demonstrated indicates that: "There are differences between the service quality scores of the four airlines operating in the city of Sucre" The study has an explanatory scope with a quantitative approach and transversal design, a stratified random sample survey was applied for a sample of 382 clients from the four air transport companies. The processing of the data was done in EXCEL 10 and SPSS 22. The main results indicate that in general there are no sígnifícant differences in the customer's scores regardingthe services ofthefour companies included in the analysis.

Palavras-chave : Quality of service; satisfaction; model SERVQUAL; air transport companies.

        · resumo em Espanhol     · texto em Espanhol     · Espanhol ( pdf )