ANÁLISIS DE SATISFACCIÓN DEL CLIENTE INTERNO DEL ÁREA DE SERVICIO AL PASAJERO DE LAN ECUADOR

Abstract

The success of a company now a days depends not only on its successful products, but on the importance of having satisfied employees, because their satisfaction means productivity and efficiency that will help to achieve the goals of the company. A corporation should remain focus on the comfort of its internal customer since the reaction of our final consumers will vary due to the service that it’s deliver from our employees. Through the methods of observations, focus group, surveys and personal interviews to the Lan customer service agents of the traffic area of the airport, we will analyze the individuals who keeps a direct relationship with the passenger, and the company’s ability to managing the levels of satisfaction of the internal customer. Through this analysis, the study will propose according to the results, methods for motivating the personnel who is charge of giving a quality service along with innovation, that are the competitive advantages of the airlines in the commercial aviation industry.