Service Quality and Customer Loyalty in the Commercial Airline Industry
- 1 October 1993
- journal article
- Published by SAGE Publications in Journal of Travel Research
- Vol. 32 (2) , 16-24
- https://doi.org/10.1177/004728759303200203
Abstract
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.Keywords
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