La relación entre la calidad del servicio, la satisfacción del cliente, el valor percibido y la fidelidad del cliente: un estudio de caso de Fly Emirates


  • Ashraf Jahmani Al Falah University. Dubai. UAE
  • Islam Bourini Al Falah University. Dubai. UAE
  • Omar A. Jawabreh The University of Jordan. Jordan
Palabras clave: Satisfacción; calidad del servicio; valor percibido; fidelización del cliente, líneas aéreas


La lealtad del cliente es uno de los mayores desafíos para la industria de las aerolíneas. Por eso, los profesionales de marketing están buscando información sobre cómo desarrollar la lealtad del cliente. Este estudio explorará la relación entre la calidad del servicio, la satisfacción del cliente, el valor percibido y la lealtad del cliente en la industria aérea. El propósito de este estudio es desarrollar e implementar un método para que la aerolínea identifique atributos que aumentarán la lealtad del cliente. Unos 384 encuestados participan en este estudio y los cuestionarios se distribuyeron al azar entre los pasajeros que viajaban en Fly Emirates. En particular, un enfoque deductivo adaptado para recopilar información cuantitativa específica para aceptar o rechazar la hipótesis. El estudio actual aplica el modelo de ecuación estructural SEM-PLS para investigar la relación entre los constructos en el modelo propuesto. Este estudio encontró que la calidad del servicio tiene una relación positiva en la satisfacción de los pasajeros y la lealtad del cliente. Por otro lado tiene una relación negativa en el valor percibido y la lealtad del cliente. Los resultados de este estudio indicaron que la calidad del servicio y la satisfacción del pasajero son factores importantes que afectan a la lealtad del cliente. En conclusión, Fly Emirates debe ser capaz de comprender la importancia de la calidad del servicio y la satisfacción del pasajero para cumplir con la lealtad del cliente y mejorar la calidad del servicio que es más importante en la industria de las aerolíneas.


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Cómo citar
Jahmani, A. ., Bourini, I., & Jawabreh, O. A. . (2020). La relación entre la calidad del servicio, la satisfacción del cliente, el valor percibido y la fidelidad del cliente: un estudio de caso de Fly Emirates. Cuadernos de Turismo, (45), 219–238.