Ana Luisa López Brunett, Alejandro Andrés Coronado Martínez
Due to intense competition, airlines must strive to achieve full
customer satisfaction, ensuring their welfare. However, per Jaime,
N., & Omar, J. (2023), so far it is known that airlines operating in the
city of Guayaquil present aspects in flight experiences that do not
align with the new quality standards. These airlines focus mainly on
offering cheap fares and advertising their routes, diverting from
their main objective, which is customer service.
This approach, while attractive in the short term to attract more
passengers, compromises the fundamental objective of satisfying
customer needs and expectations. By neglecting essential aspects
of the user experience, such as comfort, in-flight service and
personalized attention, these airlines risk losing customer loyalty.
Service quality is a crucial factor for long-term sustainability and,
therefore, airlines must re-evaluate their strategies to ensure that
the customer remains their top priority, aligning themselves with
modern quality approaches that demand comprehensive
passenger care.
For Chamaidán, S. (2021), in Ecuador, in the province of Guayas,
the José Joaquín de Olmedo airport in the city of Guayaquil has a
general aviation terminal that currently projects an incorrect image
of the city, according to his study and not only to foreign investors,
executives and recognized personalities, but to any visitor using the
terminal's services. Much remains to be done to improve that first
impression, even if it is a short stay, a technical stop or a business
destination.
In the comparative analysis of the views on the competencies
required by the aviation industry in Guayaquil versus those
promoted by the technologists, several central approaches and
concerns are identified. The competencies required in the aviation
industry focus on "civil aeronautics," which encompasses the
planning, regulation, control and administration of all civil aviation