FACTORES INFLUYENTES EN LA VETAS DE TICKETS AÈREOS EN EL ECUADOR, PERÌODO 2006 - 2016

Abstract

The airline industry plays an extremely important role in the global economy, providing a service that connects all countries of the world. There are more than 2000 airlines around the world with thousands of commercial jets that travel between more than 3000 airports globally. Given its imminent growth the airline industry has perfected its services and implemented new strategies in order to provide a unique experience to its consumers. That is where the need arises to study how to improve this experience, because customer satisfaction is affected by many factors. Based on this aspect the following work aims to determine the service factors that have the greatest influence when deciding for an airline in Ecuador at present. Through the collection of data obtained in an internal study of an Ecuadorian airline, the relevance of certain factors was analyzed empirically and how these can affect the decision of a consumer on which airline to choose. After carefully observing the results of the study, it was possible to determine that measurable and objective factors such as flight punctuality and ticket price were more relevant in the results, being shown as more sensitive factors towards customer satisfaction.