Service Quality and Customer Loyalty in the Commercial Airline Industry

Service Quality and Customer Loyalty in the Commercial Airline Industry

The study examines issues related to service quality and customer loyalty in the commercial airline industry. The results of an empirical study, using data collected on two air carriers, indicate that current levels of perceived service quality are below potential and that customer loyalty to airlin...

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Veröffentlicht in:Journal of travel research 1993-10, Vol.32 (2), p.16-24
Hauptverfasser: Ostrowski, Peter L., O'Brien, Terrence V., Gordon, Geoffrey L.
Format: Artikel
Sprache:eng
Schlagworte:
Air fares
Airline industry
Attitude surveys
Brand loyalty
Competition
Competitive advantage
Consumer attitudes
Cost control
Customer services
Employees
Frequent flier programs
Loyalty
Marketing
Quality of service
Regression analysis
Service industries
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Beschreibung
Zusammenfassung:The study examines issues related to service quality and customer loyalty in the commercial airline industry. The results of an empirical study, using data collected on two air carriers, indicate that current levels of perceived service quality are below potential and that customer loyalty to airlines is low. A significant relationship was found to exist between service quality (carrier image) and retained preference, a measure of customer loyalty.
ISSN:0047-2875
1552-6763
DOI:10.1177/004728759303200203