Customer satisfaction and loyalty in airline industry

Etemad-Sajadi, Reza (Ecole hôtelière de Lausanne, HES-SO // University of Applied Sciences Western Switzerland) ; Bohrer, Laura (Ecole hôtelière de Lausanne, HES-SO // University of Applied Sciences Western Switzerland)

The purpose of this research is to identify the factors impacting customer satisfaction and customer loyalty in the airline industry. We analyzed passengers’ perception of service quality during the pre-experience stage, the experience itself, and the post-experience. In parallel, we measured the impact of the price fairness on customer satisfaction. As far as the method is concerned, we asked to airline passengers to focus on their last airline flight. We received a total of 203 responses. As we had several latent variables, we used partial least squares (PLS), a variance-based structural equation modeling method. Results show that the quality of service in the pre-experience stage (pre-flight) was perceived as more important than the quality of service during the flight itself. Moreover, the fairness of the price also influences customer satisfaction.


Mots-clés:
Type de conférence:
full paper
Faculté:
Economie et Services
Ecole:
EHL Ecole hôtelière de Lausanne
Classification:
Économie/gestion
Adresse bibliogr.:
Manchester, UK, 15-17 October 2015
Date:
Manchester, UK
15-17 October 2015
2015
Pagination:
9 p.
Titre du document hôte:
Proceedings of EuroCHRIE conference 2015
Le document apparaît dans:

Note  Le statut de ce document est: non diffusé

Note: The status of this file is: restricted


 Notice créée le 2016-03-30, modifiée le 2018-02-15

Fichiers:
Télécharger le document
PDF

Évaluer ce document:

Rate this document:
1
2
3
 
(Pas encore évalué)