Formation of airline customer loyalty: differences between traditional airlines and low-cost airlines

被引：10

作者：

Forgas, Santiago ^{[1
]}

Moliner, Miguel A. ^{[2
]}

Sanchez, Javier ^{[2
]}

Palau, Ramon ^{[3
]}

机构：

[1] Univ Barcelona, Dept Econ & Org Empresas, Barcelona 08034, Spain

[2] Univ Jaume 1, Dept Adm Empresas & Mkt, Castellon de La Plana 12071, Spain

[3] Univ Girona, Dept Org Gest Empresarial & Diseno Prod, Girona 17071 4, Alemanys, Spain

来源：

CUADERNOS DE ECONOMIA Y DIRECCION DE LA EMPRESA | 2011年 / 14卷 / 03期

关键词：

Airlines; Loyalty; Satisfaction; Trust; Perceived value; RELATIONSHIP QUALITY; PERCEIVED VALUE; CONSUMER SATISFACTION; SERVICE QUALITY; TRUST; BRAND; MODEL; PRICE; METAANALYSIS; PERCEPTIONS;

D O I：

10.1016/j.cede.2011.02.005

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

The aim of this study is to analyze the loyalty of airline users, exploring the differences between traditional airlines and low-cost airlines. The bibliographical review has identified three antecedents: satisfaction, trust and perceived value. An empirical study was carried out, consisting of a total of 1141 personal interviews in the airport of El Prat (Barcelona) with users of one traditional airline company, British Airways, and of one low-cost company, easyJet. These two companies operate direct flights Barcelona-London. In the analysis of the data structural equations models were used, by means of a multigroup analysis. The results reveal that satisfaction, trust and perceived value all explain the relationships of loyalty between passengers and the airline companies, and moderating effects occur depending on the business model (traditional or low-cost). (C) 2009 ACEDE. Published by Elsevier Espana, S.L. All rights reserved.

引用

页码：162 / 172

页数：11

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