Airline customer satisfaction and loyalty: impact of in-flight service quality

An, Myungsook; Noh, Yonghwi

doi:10.1007/s11628-009-0068-4

Cited by 149 publications

(106 citation statements)

References 25 publications

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“…In airline operations, the body of evidence indicates that service quality perceptions, as well as satisfaction obtained through service encounters are essential to enhancing customer loyalty [An, Noh, 2009]. Literally, loyalty denotes customer propensities towards the service company and its product/service.…”

Section: Background To the Studymentioning

confidence: 99%

Perceived Service Quality and Customer Loyalty: The Mediating Effect of Passenger Satisfaction in the Nigerian Airline Industry

Rahim

2016

International Journal of Management and Economics

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The long-term survival and competiveness of the airline business is strongly connected to the quality of service offered by airline operators and their ability to satisfy and build long-term relationships with customers. This study investigates the relationship among service quality, customer satisfaction and loyalty in the Nigerian airline industry. The cross-sectional survey research design was chosen in order to collect the primary data, using a structured questionnaire. Convenience sampling was adopted to draw a sample of 800 respondents. The data collected were analysed using correlation and multiple regression analysis. The findings of this study largely support the hypothesized relationships proposed in the conceptual framework. The results specifically reveal that perceived service quality is positively related to both passengers' satisfaction and loyalty. The relationship between passenger satisfaction and loyalty towards the airlines was also found to be positive. The mediating effect of customer satisfaction between perceived service quality and customer loyalty is also found to be positive and partially supported. On the basis of the findings of this study, we conclude that perceived service quality does influence passenger satisfaction, and by extension, loyalty to the airlines. Thus, improvement of service quality is an adjuvant factor to sustainable differentiation and competitiveness in the airline industry. We therefore, recommend that airline operators develop and implement market-oriented service strategies to identify customers' needs and expectations in order to serve them better. Additionally, airline operators should measure service quality regularly to assure that

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Section: Background To the Studymentioning

confidence: 99%

Perceived Service Quality and Customer Loyalty: The Mediating Effect of Passenger Satisfaction in the Nigerian Airline Industry

Rahim

2016

International Journal of Management and Economics

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“…Many studies have investigated the effects of SQ on consumer behaviors, such as CS, customer loyalty, and behavioral intentions, as well as on firm performance, in various service industries [14,[37][38][39] and found it to have a positive impact [37,40]. Lee and Cunningham [37] indicated that service quality perceptions have a positive impact on service loyalty in banks and travel agencies, while Santos [12] found that high E-service quality provides long-term benefits to companies in the E-commerce industry.…”

Section: Service Qualitymentioning

confidence: 99%

“…With regard to airline services in particular, previous studies have aimed to identify the determinants of BI [14,15]. As it is among the most critical success factors related to the profitability and performance of airline service firms, many studies have focused on the influence of service quality (SQ) on BI [16]; however, CSR initiatives are still not regarded as important factors of business success in the airline industry.…”

Section: Introductionmentioning

confidence: 99%

Determinants of Behavioral Intention to Use South Korean Airline Services: Effects of Service Quality and Corporate Social Responsibility

et al. 2015

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Since the introduction of corporate social responsibility (CSR), it has become an important duty of companies and organizations. In addition, academic and industry researchers have attempted to explore the effects of corporate social responsibility on firm performance. To this end, this study examined how corporate social responsibility and service quality are notably associated with customer satisfaction and behavioral intention to use by employing a structural equation modeling method. A research model with nine constructs was introduced and the findings revealed that economic, social, and environmental responsibility, as well as in-flight service quality, significantly determined customer satisfaction, while there were notable connections between customer satisfaction and behavioral intention to use. However, service quality at airports did not have a significant effect on satisfaction. The practical and theoretical implications of the current study are discussed. OPEN ACCESSSustainability 2015, 7 12107

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“…The moderating effects of gender and education have also been tested in models of online consumer behaviour (Sánchez et al 2009;Richard et al 2010). In the context of airline companies it has been demonstrated that satisfaction (An and Noh 2009;Hau and Thuy 2011), trust and perceived value are the antecedents of loyalty in the offline environment (Forgas et al 2010); however, there have been no studies identifying these antecedents of loyalty to websites or the moderating effects of the gender and education of the users of airline companies' websites. Identifying the antecedents of e-loyalty to airline companies is especially important bearing in mind that 25.8% of sales are being made directly through their websites and for 2013 is expected to increase to 38% .…”

Section: Introductionmentioning

confidence: 99%

Airline website loyalty formation and the moderating effects of gender and education

et al. 2012

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The objective of this study is to analyse the moderating effects of gender and education on users' loyalty to the website of an airline. We provide a tested model for greater understanding the effects of gender and education on the loyalty of experienced users in utilitarian purchasers of airline's website. The results reveal that website quality, esatisfaction, e-trust and affective e-loyalty are antecedents of conative e-loyalty in loyalty relationships between passengers and airline websites, as well as the importance of university education in the configuration of loyalty to the website. Consumers with university education are found to be more likely to purchase through the websites of airline companies than those without. Also, according to the most recent literature, the moderating effect of gender has been found non-significant in most of the causal relationships presented in the model studied.

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Airline customer satisfaction and loyalty: impact of in-flight service quality

Abstract: Service quality, Customer satisfaction, Customer loyalty, Airline companies, In-flight service,

Cited by 149 publications

References 25 publications

Perceived Service Quality and Customer Loyalty: The Mediating Effect of Passenger Satisfaction in the Nigerian Airline Industry

Perceived Service Quality and Customer Loyalty: The Mediating Effect of Passenger Satisfaction in the Nigerian Airline Industry

Determinants of Behavioral Intention to Use South Korean Airline Services: Effects of Service Quality and Corporate Social Responsibility

Airline website loyalty formation and the moderating effects of gender and education

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