La formación de la lealtad de un cliente de una compañía aérea: diferencias entre aerolíneas tradicionales y de bajo coste

Abstract

The aim of this study is to analyze the loyalty of airline users, exploring the differences between traditional airlines and low-cost airlines. The bibliographical review has identified three antecedents: satisfaction, trust and perceived value. An empirical study was carried out, consisting of a total of 1141 personal interviews in the airport of El Prat (Barcelona) with users of one traditional airline company, British Airways, and of one low-cost company, easyJet. These two companies operate direct flights Barcelona-London. In the analysis of the data structural equations models were used, by means of a multigroup analysis. The results reveal that satisfaction, trust and perceived value all explain the relationships of loyalty between passengers and the airline companies, and moderating effects occur depending on the business model (traditional or low-cost).