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.


Keywords:
Conference Type:
full paper
Faculty:
Economie et Services
School:
EHL
Subject(s):
Economie/gestion
Publisher:
Manchester, UK, 15-17 October 2015
Date:
Manchester, UK
15-17 October 2015
2015
Pagination:
9 p.
Published in
Proceedings of EuroCHRIE conference 2015
Appears in Collection:

Note: The status of this file is: restricted


 Record created 2016-03-30, last modified 2019-04-23

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