|
1 |
2 |
3 |
4 |
|
1- This company deserves my trust. |
0.865 |
|
|
|
Excellent |
2- I recommend this company to friends and family. |
0.848 |
|
|
|
Excellent |
3- I feel like an important customer for this company. |
0.831 |
|
|
|
Excellent |
5- I identify myself with this company/brand. |
0.789 |
|
|
|
Excellent |
15- I have a positive image of this company. |
0.741 |
|
|
|
Excellent |
6- This company treats me with respect. |
0.726 |
|
|
|
Excellent |
4- My travel experiences with this company exceed my expectations. |
0.699 |
|
|
|
Very Good |
16- The advertising made by this company matches what it actually offers. |
0.601 |
|
|
|
Good |
7- This company offers me personalized service. |
0.532 |
|
|
|
Reasonable |
27- This company is the best option compared to its competitors in the market. |
0.521 |
|
|
|
Reasonable |
10- This company seeks to know my preferences. |
0.468 |
|
|
|
Reasonable |
50- This company provides ticket/aerial miles promotions. |
|
0.652 |
|
|
Very Good |
51- This company communicates with its customers (e-mail, text message on mobile phone, mail). |
|
0.632 |
|
|
Very Good |
22- This company uses different customer service channels such as face-to-face, telephone and internet. |
|
0.605 |
|
|
Good |
40- This company is part of a group of partner airlines, offering passengers the option of flying to various destinations. |
|
0.596 |
|
|
Good |
20- This company offers convenience to customers through various check-in options (totems, applications, website, counter). |
|
0.554 |
|
|
Good |
38- This company offers different time options for the same destination. |
|
0.539 |
|
|
Reasonable |
29- This company offers benefits for loyal customers (e.g.: advance boarding, priority check-in, VIP room). |
|
0.522 |
|
|
Reasonable |
41- This company has partnerships with other (e.g.: hotels, car rental, insurance companies) to provide travel convenience to customers. |
|
0.493 |
|
|
Reasonable |
48- This company offers customers several options of ticket payment. |
|
0.467 |
|
|
Reasonable |
19- This company's website meets my needs. |
|
0.466 |
|
|
Reasonable |
13- This company offers differentiated rates by seat and/or class. |
|
0.450 |
|
|
Reasonable |
36- The company's aircraft feature individual on-board entertainment options (per seat). |
|
|
0.831 |
|
Excellent |
35- The aircrafts of this company have good entertainment options on board. |
|
|
0.755 |
|
Excellent |
42- Meals/snacks served on board are of high quality. |
|
|
0.619 |
|
Very Good |
34- I feel comfortable in this company's aircraft (space, armchairs, cleaning, lighting, temperature). |
|
|
0.560 |
|
Good |
32- This company has clear procedures of luggage return in case of luggage loss. |
|
|
0.547 |
|
Reasonable |
52- This company offers small gifts to delight customers (children's kit, jellybeans, headphones, birthday cards). |
|
|
0.519 |
|
Reasonable |
31- This company cares about the integrity of my luggage. |
|
|
0.502 |
|
Reasonable |
43- There is variety in the food/beverage options on board, even if they are not free. |
|
|
0.476 |
|
Reasonable |
45- Overall, this company has a good appearance (employees, aircraft, service counters). |
|
|
|
0.547 |
Reasonable |
46- The crews/pilots of the company's flights transmit safety to passengers, providing information during flights. |
|
|
|
0.535 |
Reasonable |
47- This company's employees (on ground or on board) appear to be well-trained to serve customers. |
|
|
|
0.460 |
Reasonable |
Reliability |
0.92 |
0.82 |
0.84 |
0.76 |
|
Total Variance Explained |
|
|
|
|
44.60% |