Customer satisfaction and service quality in the Chinese airline industry

2014 ◽  
Vol 35 ◽  
pp. 102-107 ◽  
Author(s):  
Clement Kong Wing Chow
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Airline Industry

scholarly journals An Investigation into the Impact of Service Quality, Frequent Flier Programs and Safety Perception on Satisfaction and Customer Loyalty in the Airline Industry in Southern Africa

2016 ◽  
Vol 11 (1) ◽  
pp. 41-53 ◽  
Author(s):  
Maxwell Sandada ◽  
Bright Matibiri
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Southern Africa ◽  
Customer Loyalty ◽  
Airline Industry ◽  
Aviation Industry ◽  
Quality And Safety ◽  
Load Factors ◽  
Safety Perception ◽  
The Impact

Abstract This study aims to identify the factors that make passengers loyal to an airline in Southern Africa by investigating the impact of service quality and safety perception on customer satisfaction and how satisfaction and frequent flyer programs (FFP) subsequently influence customer loyalty. The key finding was that service quality positively influenced customer satisfaction, and satisfaction was an important antecedent of customer loyalty. The analysis also suggested that safety perception and FFP positively influence customer loyalty, while their relationship with satisfaction was not significant. An analysis of switching behaviour revealed that satisfied customers may still switch to other airlines. The main contribution of this study is the development of a customer loyalty model for the aviation industry in Southern Africa. Knowledge of customer loyalty drivers will assist airline marketing managers in developing strategies for improving passenger load factors and profitability.

Impact of service quality and trust on repurchase intentions – the case of Pakistan airline industry

2017 ◽  
Vol 29 (5) ◽  
pp. 1136-1159 ◽  
Author(s):  
Muhammad Abid Saleem ◽  
Sadaf Zahra ◽  
Asif Yaseen
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Airline Industry ◽  
Structural Equation ◽  
The Body ◽  
Equation Modeling ◽  
Repurchase Intention ◽  
Data Set ◽  
Content Type ◽  
Repurchase Intentions

Purpose The purpose of this paper is to examine the antecedents of repurchase intentions in the Pakistani airline industry. Though research on repurchase intentions has traditionally focused on service quality and satisfaction, recently scholars have proposed that word of mouth (WOM) and thin Pakistan’s airline industr trust also play a vital role in driving repurchase intentions for all services businesses. Design/methodology/approach The study employs structural equation modeling to examine the hypothesized relationships among antecedents of repurchase intention drawing on a data set of 383 customers listed as “frequent flyer members” within Pakistan’s airline industry. Findings The results revealed that service quality and trust are directly associated with repurchase intentions as well as through the mediator of customer satisfaction. The findings hold important implications for marketers and academics. Originality/value This study makes original contribution to the body of knowledge in the services marketing sector by investigating the effects of service quality and trust through the mediation of customer satisfaction and brand image, and the moderation of WOM factors on predictors of repurchase intention.

scholarly journals In Asia, Does Airline Service Quality Matter to Investors?

2018 ◽  
Vol 14 (4) ◽  
pp. 8
Author(s):  
Samuel D. Barrows
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Airline Industry ◽  
Global Market ◽  
Cost Component ◽  
Quality Matters ◽  
Oil Market

The purpose of this study is to evaluate whether premium services airlines in Asia offer better returns to investors as compared to normal services airlines. To accomplish this, portfolios are created for each airline group and compared against benchmarks in monthly assessments over a sixty two month period ending in October 2017. The benchmarks include the global market and the oil market. The global market offers a comparison to a baseline expectation while the oil market represents a major cost component for the airline industry. The findings point to the premium services airlines as being the superior performing group in relation to the normal services airlines as judged in six cases using various configurations of the benchmarks. These results are further confirmation that in some industry segments, service quality matters. Included is literature pertaining to service quality, loyalty, and profitability. Each of these topics is expanded to show the link between various facets of customer satisfaction and implications on overall company profitability.

scholarly journals Perceived Service Quality and Customer Loyalty: The Mediating Effect of Passenger Satisfaction in the Nigerian Airline Industry

2016 ◽  
Vol 52 (1) ◽  
pp. 94-117 ◽  
Author(s):  
A. Ganiyu Rahim
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Airline Industry ◽  
Mediating Effect ◽  
Perceived Service Quality ◽  
Passenger Satisfaction ◽  
The Relationship ◽  
Customer Satisfaction And Loyalty

AbstractThe long-term survival and competiveness of the airline business is strongly connected to the quality of service offered by airline operators and their ability to satisfy and build long-term relationships with customers. This study investigates the relationship among service quality, customer satisfaction and loyalty in the Nigerian airline industry. The cross-sectional survey research design was chosen in order to collect the primary data, using a structured questionnaire. Convenience sampling was adopted to draw a sample of 800 respondents. The data collected were analysed using correlation and multiple regression analysis. The findings of this study largely support the hypothesized relationships proposed in the conceptual framework. The results specifically reveal that perceived service quality is positively related to both passengers’ satisfaction and loyalty. The relationship between passenger satisfaction and loyalty towards the airlines was also found to be positive. The mediating effect of customer satisfaction between perceived service quality and customer loyalty is also found to be positive and partially supported. On the basis of the findings of this study, we conclude that perceived service quality does influence passenger satisfaction, and by extension, loyalty to the airlines. Thus, improvement of service quality is an adjuvant factor to sustainable differentiation and competitiveness in the airline industry. We therefore, recommend that airline operators develop and implement market-oriented service strategies to identify customers’ needs and expectations in order to serve them better. Additionally, airline operators should measure service quality regularly to assure that they are keep meeting passengers’ expectations, and consider customizing their products and services (as needed) to enhance customer satisfaction and loyalty.

The mediating role of customer satisfaction: evidence from the airline industry

2016 ◽  
Vol 28 (2) ◽  
Author(s):  
Rahim Hussain
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Brand Loyalty ◽  
Airline Industry ◽  
Design Methodology ◽  
Perceived Value ◽  
Corporate Image ◽  
Mediating Role ◽  
The Impact

Purpose This study examines the mediating effects of customer satisfaction in the context of the airline industry in the United Arab Emirates through three distinct models. The first model examines the impact of service quality on brand loyalty as mediated by customer satisfaction; the second model investigates the impact of corporate image on brand loyalty as mediated by customer satisfaction; and the final model examines the impact of perceived value on brand loyalty as mediated by customer satisfaction. Design/methodology/approach Three conceptual models are developed based on the existing literature. These models were validated via a quantitative approach, whereby data from 253 questionnaires were analyzed employing regression analysis. Findings The results confirm the mediating role of customer satisfaction in the three proposed models, implying that customer satisfaction is vital for an airline to thrive in such a highly competitive market, as well as for it to retain existing passengers, acquire new ones and eventually convert them into brand loyal customers. Research limitations/implications Although the research models proposed in this research have been developed based on theoretical grounds, the generalizability of the result is limited to the airline industry. Originality/value The paper contributes to the literature by being the first to study the mediating effect of customer satisfaction on corporate image, perceived value and service quality, as well as examining their relationship with brand loyalty in the context of the UAE airline industry.

Thai Airways: key influencing factors on customers’ word of mouth

2019 ◽  
Vol 36 (1) ◽  
pp. 40-57 ◽  
Author(s):  
Arash Ahmadi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Airline Industry ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Equation Modeling ◽  
Target Market ◽  
Content Type ◽  
Service Convenience ◽  
Quality Dimensions

Purpose The purpose of this paper is to evaluate and analyze the influence of service convenience, service quality and customer satisfaction on the formation of word of mouth in airline industry. Design/methodology/approach The sample included 400 passengers who had experienced THAI’S international flights. To test the study hypotheses, a research model was examined applying structural equation modeling. Findings The findings submit that, in addition to effects of service convenience, service quality and customer satisfaction on word of mouth, decision convenience has the most positive significant influence on word of mouth compared to service quality dimensions and customer satisfaction. Research limitations/implications The present research focuses on assessing the word of mouth level only for THAI; therefore, its findings may not be generalized for the other airlines. In addition, the target market of this study is the customers of THAI. Future researchers can select the markets of other airlines customers. Practical implications In airline companies, service convenience plays a central role on customer word of mouth. Therefore, airlines should concentrate on travelers’ convenience in the service procedure. They should plan the service to support the best convenience for travelers. Originality/value This investigation would help airlines to understand what makes customers more satisfied before, during and after using an airline service and to understand how this is related to the word of mouth.

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