What drives passenger loyalty to traditional and low-cost airlines? A formative partial least squares approach
Based on a case study involving passengers from Lufthansa, Croatia Airlines and Germanwings, we examine the determinants of passenger loyalty among users of traditional full-service airlines and of low-cost carriers. In particular, using formative modeling the study analyzes the effects of service q...
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| Veröffentlicht in: | Journal of air transport management 2011-07, Vol.17 (4), p.237-240 |
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| container_title | Journal of air transport management |
| container_volume | 17 |
| creator | Mikulic, Josip Prebezac, Darko |
| description | Based on a case study involving passengers from Lufthansa, Croatia Airlines and Germanwings, we examine the determinants of passenger loyalty among users of traditional full-service airlines and of low-cost carriers. In particular, using formative modeling the study analyzes the effects of service quality and price on carrier choice and loyalty.
► The paper offers a case study of customer loyalty for two traditional European airlines and a low-cost carrier. ► It makes use of a survey of passengers, supported by a Delphi analysis of experts to develop a formative model of loyalty. ► The studies find that pricing strategies and service quality dominate thinking regarding continued use of a carrier. |
| doi_str_mv | 10.1016/j.jairtraman.2010.09.005 |
| format | Article |
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| fulltext | fulltext |
| identifier | ISSN: 0969-6997 |
| ispartof | Journal of air transport management, 2011-07, Vol.17 (4), p.237-240 |
| issn | 0969-6997 1873-2089 |
| language | eng |
| recordid | cdi_proquest_miscellaneous_1786149158 |
| source | Elsevier ScienceDirect Journals |
| subjects | Air transport Airlines Commercial planes Customer loyalty Determinants Formative modeling Least squares method Low-cost airlines Management Passengers Quality |
| title | What drives passenger loyalty to traditional and low-cost airlines? A formative partial least squares approach |
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