Investigating the Influence of Relationship Quality on Passengers’ Loyalty in Airline Industry

Akram Hadizadeh Moghadam, Akbar Alam Tabriz, Gholam Hosein Khorshidi, Amir Mohammad Menhaj

Abstract


The aim of the present study is to understand the impact of relationship quality on passenger’s loyalty in the context of the airline services. It contributes to the body of knowledge in the area by investigating the structural relationship among the dimensions of relationship quality (satisfaction, trust, commitment, and service quality) and the dimensions of loyalty (affective, cognitive, and behavioral). The study is based on responses from 500 passengers in 2013. Structural Equation Modeling was applied to study the impact. The results show that satisfaction, trust, commitment and service quality, the determinants of relationship quality, are positively associated with passenger loyalty dimensions involving affective, cognitive, and behavioral.
Key words: Relationship quality; Loyalty; Airline industry; Passenger

Keywords


Relationship quality; Loyalty; Airline industry; Passenger

Full Text:

PDF


DOI: http://dx.doi.org/10.3968%2F10.3968%2F4794

Refbacks

  • There are currently no refbacks.


Reminder

If you have already registered in Journal A and plan to submit article(s) to Journal B, please click the CATEGORIES, or JOURNALS A-Z on the right side of the "HOME".


We only use three mailboxes as follows to deal with issues about paper acceptance, payment and submission of electronic versions of our journals to databases: caooc@hotmail.com; ibm@cscanada.net; ibm@cscanada.org

Copyright © 2010 Canadian Research & Development Centre of Sciences and Cultures
Address: 730, 77e AV, Laval, Quebec, H7V 4A8, Canada

Telephone: 1-514-558 6138
Http://www.cscanada.net
Http://www.cscanada.org
E-mail:caooc@hotmail.com