engleski

The service-loyalty link in air transportation - Analyzing relevance, determinance and determinance-asymmetry of service elements

Purpose: The aim of this paper is to analyse the nature and strength of influence that airline service elements have on intentional passenger loyalty. Based on this information, improvement-priorities of the service elements are derived. Design/methodology/approach: A regression-based framework is used to derive improvement-priorities under consideration of competitor airlines and asymmetric effects in satisfaction and intentional loyalty. A hierarchical attribute model of passenger services is used to facilitate a more detailed analysis and to minimize the risk of multicollinearity. Findings: The relevance and determinance of service elements do not necessarily converge, which has to be accounted for when prioritising service elements. Moreover, several service elements are found to have a significantly asymmetric impact on satisfaction and loyalty. Originality/value: This is the first study to compare the relevance and determinance of airline service elements, and to analyse asymmetric effects in passenger satisfaction and loyalty.

Airline services; improvement priorities; loyalty

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