Key drivers of passenger loyalty: A case of Frankfurt–Istanbul flights

Calisir, Nese; Basak, Ecem; Çalışır, Fethi

doi:10.1016/j.jairtraman.2016.03.002

Cited by 55 publications

(53 citation statements)

References 19 publications

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“…Some studies showed that the quality of pre-flight, inflight, and post-flight services had a significant effect on customer satisfaction, which as a mediating variable, had a positive effect on customer loyalty (Namukasa, 2013;Calisir, Basak, & Calisir, 2016).…”

Section: Customer Satisfactionmentioning

confidence: 99%

Could Satisfaction on the Airline’s Service Quality (Airqual) Make Lion Air’s Customers Trust and Become Loyal to the Airline Company?

Lembana

Valucy

2019

j. manaj.

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The Indonesian public interest in using the service flights as their means of transportation is remarkably growing according to Indonesia Investment data in 2017. People tend to use service flights because of Indonesia's unique geographical nature and airline tickets becomes increasingly affordable as the growth low-cost carrier. The purpose of this research is to investigate the role of customer satisfaction toward the airline's service quality (AIRQUAL) in effecting trust and loyalty. The study was directly conducted by collecting primary data by randomly distribute 252 questioners to respondents that were boarding gate terminal 1A and 1B at the Soekarno Hatta International Airport. Hypotheses were then statistically tested using structural equation model. The results of this research show that satisfaction can make customer whose satisfied with the quality of the airline service become loyal to Lion Air. On the contrary, satisfaction cannot make the customer trust Lion Air as an airline company, even though they already satisfied with the quality of airline service.

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Section: Customer Satisfactionmentioning

confidence: 99%

Could Satisfaction on the Airline’s Service Quality (Airqual) Make Lion Air’s Customers Trust and Become Loyal to the Airline Company?

Lembana

Valucy

2019

j. manaj.

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“…In this regard, marketing researchers keep presenting loyalty models to effectively understand the formation of customer's loyalty. A recent review of loyalty studies shows that researchers have been advised to investigate specific variables as important determining factors, such as, trust Bilgihan et al, 2016;Calisir et al, 2016;Izogo, 2016;Maggioni, 2016;Thaichon and Jebarajakirthy, 2016), customer's satisfaction (Akroush et al, 2016;Bilgihan et al, 2016;Chen et al, 2016;El-Adly and Eid, 2016;Izogo, 2016;Thaichon and Jebarajakirthy, 2016), emotions (Campón-Cerro et al, 2016), enjoyment (Lee and Wong, 2016), word of mouth (Calisir et al, 2016), customer involvement , customer commitment (Bilgihan et al, 2016;Silva and Goncalves, 2016), perceived service quality (Izogo, 2016;Rubio et al, 2016), perceived value (Calisir et al, 2016;Chen et al, 2016;El-Adly and Eid, 2016;Lee and Wong, 2016), benefits (Pinkus et al, 2016), brand reputation (Silva and Goncalves, 2016), brand image (Izogo, 2016), destination image (Kwenye and Freimund, 2016), perceived risk (Chen et al, 2016), switching costs (Bilgihan et al, 2016;Silva and Goncalves, 2016), CRM (Nyadzayo and Khajehzadeh, 2016), commercial ads and buyer-seller relationship (Wu and Lin, 2016), habits (Bilgihan et al, 2016), religiosity (Abu-Alhaija et al, 2017;Kasuma et al, 2016), and religious orientation (Abu-Alhaija et al, 2017). More importantly, recent scholars have been advised to integrate these loyalty antecedents into future proposed models to examine their imp...…”

Section: Antecedents Of Customer's Loyaltymentioning

confidence: 99%

“…Casidy and Wymer, 2016;Castaldo et al, 2016;El-Adly and Eid, 2016;Jiang and Zhang, 2016;Nisar and Whitehead, 2016;Wu and Ai, 2016;Yacob et al, 2016;Yoo and Park, 2016), b) perceived quality (e.g. Akroushet al, 2016;Ansari and Riasi, 2016;Calisir et al, 2016;Heo and Lee, 2016;Kwenye and Freimund, 2016;Murali et al, 2016;Pinkus et al, 2016;Saleem et al, 2016;Yacob et al, 2016), c) perceived value (e.g. Ansari and Riasi, 2016;Campón-Cerro et al, 2016;Han et al, 2017;Nyadzayo and Khajehzadeh, 2016;Thaichon and Jebarajakirthy, 2016;Wu and Lin, 2016), and d) trust (e.g.…”

Section: Research Priorities Of Customer's Loyaltymentioning

confidence: 99%

Determinants of Customer Loyalty: A Review and Future Directions

Abu-Alhaija¹,

Yusof²,

Hashim³

et al. 2018

Aust. J. Basic & Appl. Sci.

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Customer's loyalty is received a great marketing attention (Wu and Ai, 2016)since its implications can not be overstated for modern businesses. In fact, customer's loyalty is regarded as a long-term asset (Kandampully et al., 2015), and a key business outcome (Ali et al., 2016; Kim et al., 2016). Having loyal customers is a required option for various companies based on its important role in creating sustainable competitive advantages (Wu and Ai, 2016). Marketing practitioners are also motivated to develop loyal customers towards their businesses as a central condition for the market success (Kandampully et al., 2015).Saturated markets motivate companies to re-focus on customer's loyalty to preserve their loyal customers (Kim et al., 2016). Loyal customers are considered essential for various service providers in competitive markets(Ali et al., 2016; El-Adly and Eid, 2016; Wu and Ai, 2016), as they would recommend their preferred products to other customers in the market place (Kim et al., 2016). Customer's loyalty leads to several economic benefits (Murali etal., 2016), such as, price premium (Kim et al., 2016),cost reduction (Murali et al., 2016), and additional sales revenue. Studying customer's loyalty is a vital research attempt due to its increasing significance for global companies (Haryanto et al., 2016). Marketing scholars have presented several loyalty models to enhance customer's loyalty. A recent review of the literature shows that marketing scholars have investigated customer's loyalty from different perspectives and factors (e.g.

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“…In this case, passengers assessed punctuality (65 per cent) to be the first concern followed by scheduling (52 per cent) and price (37 per cent). This does not mean price is less important to airlines but compared with price, service quality is found to be a stronger determinant of satisfaction [13]. By offering superior service, companies are able to charge 8 per cent more for their product [14] while gaining market share growth [15] and profitability.…”

Section: Service Quality In Airline Industrymentioning

confidence: 99%

Ground Handling Performance Based Clustering for Vietnam Airlines Strategic Management

Wang¹,

Pham²,

Truong³

2018

IJBER

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Vietnam Airlines (VNA) can add more value to its offerings to pursue differentiation strategy as a competitive advantage by maximizing effectiveness of the ground handling service network it hires. This paper aims at making recommendation to VNA on using a set of managerial tools to monitor and continuously improve its service network being operated at 29 international airports. The tools include cluster analysis, ANOVA and Scheffé post hoc to assist the top managers (1) to have an overview of VNA ground handling service quality at worldwide airports by monitoring the performance of airport clusters instead of an individual airport; (2) to clearly observe its effective and ineffective airport clusters on every certain criterion. With this set, the management board can decide strategic management for ground handling service not only to be more effective and more feasible but also to be in line with marketing strategy to differentiate its offerings to excel in the fierce air industry competition.

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Key drivers of passenger loyalty: A case of Frankfurt–Istanbul flights

Cited by 55 publications

References 19 publications

Could Satisfaction on the Airline’s Service Quality (Airqual) Make Lion Air’s Customers Trust and Become Loyal to the Airline Company?

Could Satisfaction on the Airline’s Service Quality (Airqual) Make Lion Air’s Customers Trust and Become Loyal to the Airline Company?

Determinants of Customer Loyalty: A Review and Future Directions

Ground Handling Performance Based Clustering for Vietnam Airlines Strategic Management

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