CUSTOMER LOYALTY IN THE AIRLINE INDUSTRY

One of the most important issues confronting airline companies today is the measurement and management of service quality and customer loyalty. This article develops a general framework which accounts for the process underlying customer evaluation of service quality and formation of loyalty. Then, based on the framework, it reviews and evaluates various perspectives regarding determinants of service quality and customer loyalty in the airline industry. It also highlights and discusses the areas that could be improved through future research.

• Record URL:
  https://hdl.handle.net/2027/mdp.39015036305228?urlappend=%3Bseq=231
• Availability:
  • Find a library where document is available. Order URL: http://worldcat.org/oclc/7938948
• Corporate Authors:

  Eno Transportation Foundation

  44211 Slatestone Court
  Lansdowne, VA  United States  22075
• Authors:
  • Lee, M
  • Cunningham, L F
• Publication Date: 1996

Language

• English

Media Info

• Pagination: p. 57-72
• Serial:
  • Transportation Quarterly
  • Volume: 50
  • Issue Number: 2
  • Publisher: Eno Transportation Foundation
  • ISSN: 0278-9434

Subject/Index Terms

• TRT Terms: Airlines; Customer service; Customers; Quality of service
• Subject Areas: Aviation; Highways; Planning and Forecasting; I10: Economics and Administration;

Filing Info

• Accession Number: 00730883
• Record Type: Publication
• Files: TRIS
• Created Date: Feb 3 1997 12:00AM