Key drivers of airline loyalty

Dolničar, Sara; Grabler, K.; Grün, Bettina; Kulnig, Anna

doi:10.1016/j.tourman.2010.08.014

Cited by 125 publications

(86 citation statements)

References 13 publications

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“…The technique chosen was that of treebased segmentation (CART analysis), a method that progressively divides the sample in order to obtain a classification tree. More specifically, the classification and regression tree method (Breiman, Friedman, Olshen, & Stone, 1984;Dolnicar, Grabler, Grün, & Kulnig, 2011) was used here to build binary decision trees with high predictive capabilities. This method enabled us to set out as clearly as possible the "partitioning process" and to empirically predict the assignment of new individuals to one of the tourists groups.…”

Section: Methodsmentioning

confidence: 99%

Domestic demand for tourism in rural areas: Insights from summer stays in three French regions

et al. 2015

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a b s t r a c t Tourism has the potential to make a major contribution to the development of rural areas. However, empirical evidence suggests that its economic impact is limited, because rural visitors are thought to engage in few recreational activities and are seen as low spenders. This study gives new insights into the domestic demand in areas of France described as "rural", with data extracted from the national database provided by the French "tourism demand survey". The results of the "activity-based segmentation" of visitors' stays in three rural regions show that during the summer season, visits to friends or relatives, which involve little expenditure and no specific activities, continue to take place. However, more expensive stays are the most common. They involve activities aimed at experiencing the outdoors or enjoying local sights, based on natural and cultural amenities that are mainly located in regional natural parks. The main forms of accommodation are campsites and rural cottages. Gastronomic tourism has also emerged as an activity that attracts higher spending visitors. These findings are discussed in relation to the results of segmentation studies in other European countries. Their academic and management implications also are presented.

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Section: Methodsmentioning

confidence: 99%

Domestic demand for tourism in rural areas: Insights from summer stays in three French regions

et al. 2015

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“…By dissecting research data into customer segments, Dolnicar et al (2011) conclude that loyalty programs are strongly correlated with behavioral loyalty for business and frequent travellers, while the relationship was weak for casual and leisure travellers. Loyalty program privileges are mostly attained by frequent fliers in particular business travellers, and hence there is low interest in such programmes among casual and leisure travellers.…”

Section: Frequent Flier Programsmentioning

confidence: 98%

“…This study builds on extant literature that investigated factors influencing airline customer loyalty and passenger's behavioral intentions (Gures et al, 2014;Jan et al, 2013;Dolnicar et al, 2011;Park et al, 2005). The researchers propose the conceptual framework in Fig.…”

Section: Conceptual Frameworkmentioning

confidence: 99%

An Investigation into the Impact of Service Quality, Frequent Flier Programs and Safety Perception on Satisfaction and Customer Loyalty in the Airline Industry in Southern Africa

Sandada

Matibiri

2016

South East European Journal of Economics and Business

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This study aims to identify the factors that make passengers loyal to an airline in Southern Africa by investigating the impact of service quality and safety perception on customer satisfaction and how satisfaction and frequent flyer programs (FFP) subsequently influence customer loyalty. The key finding was that service quality positively influenced customer satisfaction, and satisfaction was an important antecedent of customer loyalty. The analysis also suggested that safety perception and FFP positively influence customer loyalty, while their relationship with satisfaction was not significant. An analysis of switching behaviour revealed that satisfied customers may still switch to other airlines. The main contribution of this study is the development of a customer loyalty model for the aviation industry in Southern Africa. Knowledge of customer loyalty drivers will assist airline marketing managers in developing strategies for improving passenger load factors and profitability.

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“…da time što su dosledni izboru određene avio-kompanije "zarade" ostvarivanjem većeg broja poena koje mogu da zamene za različite usluge, besplatno putovanje, prednost pri čekiranju ili ulasku u vazduhoplov i sl. Prethodna istraživanja vršena u ovoj oblasti su pokazala da su programi lojalnosti (FFP) jedan od ključnih faktora za stvaranje i održavanje lojalnosti kod poslovnih putnika (Dolnicar, Grabler, Grün & Kulnig, 2011, p.1026). …”

Section: Bitne Odrednice Ponašanja Putnikaunclassified

Marketing implications of loyalty programs on customer relationship management within the airline industry

Karamata¹,

Chroneos-Krasavac²,

Soldić-Aleksić³

2017

Marketing

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Članci/Papers 30Apstrakt: Jedna od bitnih tendencija koja se uočava na tržištu avio-industrije jeste da danas skoro svaka avio-kompanija nastoji da izgradi dugoročne odnose sa kupcima odnosno korisnicima avio-usluga putem programa lojalnosti. Predmet ovog rada je da ispita značaj programa lojalnosti na upravljanje odnosima sa kupcima u avio-industriji i da utvrdi da li pripadnost programu lojalnosti utiče na kupce da kupuju avio-karte kod iste avio-kompanije. U te svrhe urađena je empirijska analiza, zasnovana na podacima dobijenim putem ankete sprovedene na beogradskom aerodromu "Nikola Tesla" u toku septembra 2015. godine. Za testiranje hipoteze, formirane u skladu sa navedenim ciljem rada, pored deskriptivnih i grafičkih prikaza, primenjen je hi-kvadrat statistički test. Rezultati su pokazali da programi lojalnosti imaju uticaja na izbor avio-kompanije tj. članovi programa lojalnosti određene avio-kompanije nastoje da u situaciji kada koriste avionski prevoz, ako im cena i vreme putovanja odgovaraju, biraju aviokompaniju čijeg su programa lojalnosti član. Takođe, šansa da izaberu avio-kompaniju u čijem programu lojalnosti imaju članstvo, proporcionalno se povećava sa dužinom članstva i, još bitnije, sa brojem letova koje putnici ostvaruju. Na osnovu testirane hipoteze i uočenih preferencija putnika, ukazano je na moguće marketinške implikacije dobijenih rezultata, uz analizu statusa i rejtinga naše nacionalne avio-kompanije kod anketiranih putnika.Ključne reči: programi lojalnosti putnika, avio-kompanije, upravljanje odnosima sa kupcima, lojalnost, satisfakcija JEL klasifikacija: M31, R49 UVODPoslednjih godina tržište avio-industrije obeležile su dinamične i intenzivne promene. Najpre je došlo do deregulacije u avio-saobraćaju i politike otvorenog neba, što je prouzrokovalo pad cena avio-karata, ali i porast konkurencije među avio-kompanijama (Cosmas, Belobaba & Swelbar, 2011, p. 18). To je samo po sebi promenilo okruženje u kome posluju avio-kompanije, a ako se tome dodaju epidemije, teroristički napadi, kao i sve kompleksniji globalni političko-ekonomski odnosi u svetu, jasno je koliko je teško pridobiti putnika da kupi kartu baš kod određene aviokompanije, a naročito da to učini ponovo i time postane njen lojalan kupac. Jedan od načina zadržavanja putnika, odnosno stvaranja lojalnih kupaca, jeste razvoj i građenje dugoročnih odnosa sa njima, najčešće putem programa lojalnosti.Da bi se postiglo povećanje broja ponovljenih kupovina, što i jeste cilj razvijanja i posedovanja programa lojalnosti, avio-kompanija mora da radi puno na marketingu koji će ići u pravcu prikupljanja svih podataka o svakom kupcu. Odnos kupac -avio kompanija čini važnu odrednicu koncepta upravljanja odnosima sa kupcima (eng. Customer Relationship Management -CRM) i zato mora biti prioritet za svaku avio kompaniju da produbljuje i unapređuje ovaj odnos, drugim rečima da upravlja njime.U ovom radu predstavljeni su rezultati istraživanja sprovedenog u toku septembra 2015. godine na beogradskom aerodromu "Nikola Tesla" o potencijalima prog...

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Key drivers of airline loyalty

Cited by 125 publications

References 13 publications

Domestic demand for tourism in rural areas: Insights from summer stays in three French regions

Domestic demand for tourism in rural areas: Insights from summer stays in three French regions

An Investigation into the Impact of Service Quality, Frequent Flier Programs and Safety Perception on Satisfaction and Customer Loyalty in the Airline Industry in Southern Africa

Marketing implications of loyalty programs on customer relationship management within the airline industry

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