A Meta-Analytic Review of the Antecedents of Airline Passengers’ Loyalty Behaviour

Abstract

Consumers put importance to be served by a numerous different components leading to loyalty behaviour but in relevant literature it is noticed that these various factors have not been taken into consideration sufficiently. To fil this gap, this study aimed to conduct a meta analytic review to detect how airline consumers’ loyalty behaviour have been shaped by different factors on the basis of Web of Science (WOS) database. The meta-analysis have been carried out with 45 empirical studies which have been mainly based on satisfaction variable affecting loyalty. This variable affects loyalty positively strong by a 0.633 effect size. The other variables which are trust, service quality, perceived value, and image have also positive moderate effect on loyalty by 0.505, 0.426, 0.519, 0.361 effects sizes. Also, commitment shows a positive weak effect on loyalty with a 0.159 effect size. Price has not a significant effect on loyalty. This study enriches the current literature quantitatively by exploring which factors leading loyalty and gives a chance to evaluate the lack of current studies in terms of loyalty behaviour.

Keywords

• Passenger loyalty
• consumer behaviour
• meta analysis

Havayolu yolcularının Sadakat Davranışlarının Öncüllerine Yönelik Meta Analitik Bir İnceleme

Abstract

Tüketiciler, sadakat davranışı geliştirmelerinde pek çok farklı hizmet unsurunu önemli bulmaktadır. Ancak, mevcut literatürde bu çeşitli faktörlerin yeterince ele alınmadığı görülmektedir. Bu eksikliği gidermek amacıyla, bu çalışma, Web of Science (WOS) veritabanındaki veriler temel alınarak havayolu yolcularının sadakat davranışlarını etkileyen faktörleri belirlemek için meta-analitik bir inceleme gerçekleştirmiştir. Analiz, büyük ölçüde memnuniyet değişkenine odaklanan 45 ampirik çalışmayı kapsamaktadır. Memnuniyetin sadakat üzerindeki etkisi güçlü ve pozitif olup, etki büyüklüğü 0.633’tür. Güven (0.505), hizmet kalitesi (0.426), algılanan değer (0.519) ve imaj (0.361) değişkenleri de sadakat üzerinde orta düzeyde pozitif etki göstermektedir. Bağlılık değişkeninin etkisi ise daha zayıf olup, 0.159 etki büyüklüğüyle pozitif yöndedir. Öte yandan, fiyat değişkeninin sadakat üzerinde anlamlı bir etkisi bulunmamıştır. Bu çalışma, sadakat davranışına etki eden faktörleri nicel olarak ortaya koyarak literatüre katkı sağlamakta ve alandaki eksikliklerin değerlendirilmesine olanak sunmaktadır.

Keywords

• Yolcu Sadakati
• Tüketici Davranışı
• Meta Analiz

References

1. Amiruddin, N. H. (2013). Price, service quality and customer loyalty: A case of Air Asia. South East Asia Journal of Contemporary Business, Economics and Law, 2(1), 34-40. https://semanticscholar.org/CorpusID:36915509
2. An, M., & Noh, Y. (2009). Airline customer satisfaction and loyalty: Impact of in-flight service quality. Service Business, 3(3), 293–307. https://doi.org/10.1007/s11628-009-0068-4
3. Anello, C., & Fleiss, J. L. (1995). Exploratory or analytic meta-analysis: Should we distinguish between them? Journal of Clinical Epidemiology, 48(1), 109–116. https://doi.org/10.1016/0895-4356(94)00084-4
4. Bakır, M. (2023). The relationship between service quality and customer satisfaction in the airline industry: A meta-analysis study. In C. Ramos, C. Sousa, N. Matos, & R. Ashqar (Eds.), Measuring consumer behavior in hospitality for enhanced decision making (pp. 230-250). IGI Global Scientific Publishing. https://doi.org/10.4018/978-1-6684-6607-0.ch011
5. Balakrishnan, A., Sundaresan, S., & Zhang, B. (2014). Browse‐and‐switch: Retail‐online competition under value uncertainty. Production and Operations Management, 23(7), 1129–1145. https://doi.org/10.1111/poms.12165
6. Balcı Tali, D., & Karaduman, İ. (2021). Havayolu yolcu taşimaciliğinda hizmet kalitesi, marka algisi ve müşteri bağliliği ilişkisi. International Journal of Social and Humanities Sciences Research (JSHSR), 8(72), 1994–2009.
7. Baloch, Q. B., & Jamshed, J. (2017). Service quality attributes and customer loyalty: Case study of Pakistan International Air Line. FWU Journal of Social Sciences, 11(1), 92-105. https://semanticscholar.org/CorpusID:208232757
8. Basaran, U., & Aksoy, R. (2017). The effect of perceived value on behavioural intentions. Journal of Management Marketing and Logistics, 4(1), 1–16. https://doi.org/10.17261/Pressacademia.2017.375

9. Bayır, T. (2022). Experiential marketing and practices: The perspective of customer satisfaction and loyalty. In G. Akel (Ed.), Handbook of Research on Interdisciplinary Reflections of Contemporary Experiential Marketing Practices (pp. 143–165). IGI Global Scientific Publishing.
10. Ben Akpoyomare, O., Kunle Adeosun, L. P., & Ganiyu, R. A. (2016). Airline service quality dimensions and customer loyalty: Empirical evidence from air passengers’ in Lagos State. Czech Journal of Tourism, 5(2), 155–171. https://doi.org/10.1515/cjot-2016-0009
11. Bharti, M., Suneja, V., & Chauhan, A. K. (2022). The role of socio-psychological and personality antecedents in luxury consumption: A meta-analytic review. International Marketing Review, 39(2), 269–308. https://doi.org/10.1108/IMR-02-2021-0096
12. Bricci, L., Fragata, A., & Antunes, J. (2015). The effects of trust, commitment and satisfaction on customer loyalty in the distribution sector. Journal of Business Economics and Management, 4(2), 173-177. https://doi.org/10.7763/JOEBM.2016.V4.386
13. Brynjolfsson, E., & Smith, M. D. (2000). Frictionless commerce? A comparison of internet and conventional retailers. Management Science, 46(4), 563–585. https://doi.org/10.1287/mnsc.46.4.563.12061
14. Cakir, F., & Cetin, A. (2013). The effects of word of mouth communication on the consumers’ travel agency choices. International Journal of Business and Management Studies, 5(1), 172–181.
15. Calisir, N., Basak, E., & Calisir, F. (2016). Key drivers of passenger loyalty: A case of Frankfurt–Istanbul flights. Journal of Air Transport Management, 53, 211–217. https://doi.org/10.1016/j.jairtraman.2016.03.002
16. Chang, Y.-W., & Chang, Y.-H. (2010). Does service recovery affect satisfaction and customer loyalty? An empirical study of airline services. Journal of Air Transport Management, 16(6), 340–342. https://doi.org/10.1016/j.jairtraman.2010.05.001
17. Chanpariyavatevong, K., Wipulanusat, W., Champahom, T., Jomnonkwao, S., Chonsalasin, D., & Ratanavaraha, V. (2021). Predicting airline customer loyalty by integrating structural equation modeling and bayesian networks. Sustainability, 13(13): 7046. https://doi.org/10.3390/su13137046
18. Chen, C.-F., & Wang, J.-P. (2016). Customer participation, value co-creation and customer loyalty – A case of airline online check-in system. Computers in Human Behavior, 62, 346–352. https://doi.org/10.1016/j.chb.2016.04.010
19. Chen, Z., Li, S., Wu, Q., Wu, Z., & Xin, S. (2023). The decision-making determinants of sport tourists: A meta-analysis. Current Issues in Tourism, 26(12), 1894–1914. https://doi.org/10.1080/13683500.2022.2077175
20. Cherchye, L., Rock, B., Dierynck, B., Kerstens, P. J., & Roodhooft, F. (2023). A DEA-based approach to customer value analysis. European Journal of Operational Research, 308(3), 1319-1331. https://doi.org/10.1016/j.ejor.2023.01.005
21. Chiou, J.-S. (2004). The antecedents of consumers’ loyalty toward internet service providers. Information & Management, 41(6), 685–695. https://doi.org/10.1016/j.im.2003.08.006
22. Choi, G., & Kang, H. (2025). Heterogeneity in meta-analyses: An unavoidable challenge worth exploring. Korean Journal of Anesthesiology, 78, 301–314. https://doi.org/10.4097/kja.25001
23. Chonsalasin, D., Jomnonkwao, S., & Ratanavaraha, V. (2020). Key determinants of airline loyalty modeling in Thailand. Sustainability, 12(10), 4165. https://doi.org/10.3390/su12104165
24. Clapham, P. (2003). Keep that customer [management]. Engineering Management Journal, 13, 12–13. https://semanticscholar.org/CorpusID:113753198
25. Colmekcioglu, N., Marvi, R., Foroudi, P., & Okumus, F. (2022). Generation, susceptibility, and response regarding negativity: An in-depth analysis on negative online reviews. Journal of Business Research, 153, 235–250. https://doi.org/10.1016/j.jbusres.2022.08.033
26. Cronin, J. J., & Taylor, S. A. (1992). Measuring service quality: A reexamination and extension. Journal of Marketing, 56(3), 55–68. https://doi.org/10.2307/1252296
27. Cuijpers, P., Griffin, J., & Furukawa, T. (2021). The lack of statistical power of subgroup analyses in meta-analyses: A cautionary note. Epidemiology and Psychiatric Sciences, 30, e78, 1-3. https://doi.org/10.1017/S2045796021000664
28. Dirik, D. (2019). Ulusal yazın bağlamında işten ayrılma niyetinin öncüllerine ilişkin bir meta-analiz çalışması. Yönetim ve Ekonomi Dergisi, 26(1), 131–155. https://doi.org/10.18657/yonveek.520699
29. Erturgut, R., & Gürler, H. E. (2023). The effect of airline passengers’ satisfaction on loyalty: Do region and airline carrier matter? A meta-analysis study. Transportation in Developing Economies, 9(2), 11. https://doi.org/10.1007/s40890-023-00181-y
30. Eshaghi, M. S., Afshardoost, M., Lohmann, G., & Moyle, B. D. (2024). Drivers and outcomes of airline passenger satisfaction: A Meta-analysis. Journal of the Air Transport Research Society, 3, 100034. https://doi.org/10.1016/j.jatrs.2024.100034
31. Etemad-Sajadi, R., & Bohrer, L. (2019). The impact of service recovery output/process on customer satisfaction and loyalty: The case of the airline industry. Tourism and Hospitality Research, 19(2), 259–266. https://doi.org/10.1177/1467358417743080
32. Etemad-Sajadi, R., Way, S. A., & Bohrer, L. (2016). Airline passenger loyalty: The distinct effects of airline passenger perceived pre-flight and in-flight service quality. Cornell Hospitality Quarterly, 57(2), 219–225. https://doi.org/10.1177/1938965516630622
33. Evanschitzky, H., & Wunderlich, M. (2006). An examination of moderator effects in the four-stage loyalty model. Journal of Service Research, 8(4), 330–345. https://doi.org/10.1177/1094670506286325
34. Forgas, S., Moliner, M. A., Sánchez, J., & Palau, R. (2010). Antecedents of airline passenger loyalty: Low-cost versus traditional airlines. Journal of Air Transport Management, 16(4), 229–233. https://doi.org/10.1016/j.jairtraman.2010.01.001
35. Fullerton, G. (2003). When does commitment lead to loyalty? Journal of Service Research, 5(4), 333–344. https://doi.org/10.1177/1094670503005004005
36. Gallet, C. A., & Doucouliagos, H. (2014). The income elasticity of air travel: A meta-analysis. Annals of Tourism Research, 49, 141–155. https://doi.org/10.1016/j.annals.2014.09.006
37. Ganiyu, R. (2016). Perceived service quality and customer loyalty: The mediating effect of passenger satisfaction in the Nigerian airline industry. International Journal of Management and Economics, 52(1), 94-117. https://doi.org/10.1515/ijme-2016-0029
38. Ghosh, A., & Satya Prasad, V. K. (2024). Evaluating the influence of environmental factors on household solar PV pro-environmental behavioral intentions: A meta-analysis review. Renewable and Sustainable Energy Reviews, 190, 114047. https://doi.org/10.1016/j.rser.2023.114047
39. Göktaş, E. (2017). Bir eğitim politikası belirleme yöntemi: Meta analiz. Medeniyet Eğitim Araştırmaları Dergisi, 1(2), 35–54.
40. Gremler, D. D., Van Vaerenbergh, Y., Brüggen, E. C., & Gwinner, K. P. (2020). Understanding and managing customer relational benefits in services: A meta-analysis. Journal of the Academy of Marketing Science, 48(3), 565–583. https://doi.org/10.1007/s11747-019-00701-6
41. Guolo, A., & Varin, C. (2017). Random-effects meta-analysis: The number of studies matters. Statistical Methods in Medical Research, 26(3), 1500–1518. https://doi.org/10.1177/0962280215583568
42. Hameed, I., Chatterjee, R. S., Zainab, B., Tzhe, A. X., Yee, L. S., & Khan, K. (2024). Navigating loyalty and trust in the skies: The mediating role of customer satisfaction and image for sustainable airlines. Sustainable Futures, 8, 100299. https://doi.org/10.1016/j.sftr.2024.100299
43. Han, H., Chua, B.-L., Lee, S., & Koo, B. (2021). Quality, emotion, price, and social values in building passenger loyalty: Impact of relationship quality (mediator) and in-flight physical environments (moderator). Journal of Travel & Tourism Marketing, 38(2), 123–138. https://doi.org/10.1080/10548408.2021.1887054
44. Han, H., Hyun, S. S., & Kim, W. (2014). In-flight service performance and passenger loyalty: A cross-national (China/Korea) study of travelers using low-cost carriers. Journal of Travel & Tourism Marketing, 31(5), 589–609. https://doi.org/10.1080/10548408.2014.883954
45. Hassan, T. H., & Salem, A. E. (2022). Impact of service quality of low-cost carriers on airline image and consumers’ satisfaction and loyalty during the COVID-19 outbreak. International Journal of Environmental Research and Public Health, 19(1), 83. https://doi.org/10.3390/ijerph19010083
46. Huedo-Medina, T., Sanchez-Meca, J., Marín-Martínez, F., & Botella, J. (2006). Assessing heterogeneity in meta-analysis: Q statistic or I index? Psychological Methods, 11, 193–206. https://doi.org/10.1037/1082-989X.11.2.193
47. Išoraitė, M. (2016). Customer loyalty theoretical aspects. EcoForum, 5(2), 292-299. https://EconPapers.repec.org/RePEc:scm:ecofrm:v:5:y:2016:i:2:p:43
48. Jain, R. (2019). Investigation into the customer loyalty and corporate image relationship. Journal of Modern Accounting and Auditing, 15(8), 396-405. https://semanticscholar.org/CorpusID:203482699
49. Jain, V., Sharma, R., & Singh, S. (2012). Doing meta-analysis in research: A systematic approach. Indian Journal of Dermatology, Venereology and Leprology, 78(3), 242–250. https://semanticscholar.org/CorpusID:5140081
50. Jayaraman, V., & Baker, T. (2003). The internet as an enabler for dynamic pricing of goods. IEEE Transactions on Engineering Management, 50(4), 470–477. https://doi.org/10.1109/TEM.2003.820134
51. Jia, Y., Garg, A., & Balasubramanian, K. (2024). An exploration of factors affecting hotel consumers’ health from an ecological systems theory perspective: A meta-analytical study. Journal of Hospitality and Tourism Management, 60, 217–227. https://doi.org/10.1016/j.jhtm.2024.07.008
52. Jung, S., & Tanford, S. (2017). What contributes to convention attendee satisfaction and loyalty? A meta-analysis. Journal of Convention & Event Tourism, 18(2), 118–134. https://doi.org/10.1080/15470148.2017.1290565
53. Kim, S., Kim, I., & Hyun, S. S. (2016). First-class in-flight services and advertising effectiveness: Antecedents of customer-centric innovativeness and brand loyalty in the United States (US) airline industry. Journal of Travel & Tourism Marketing, 33(1), 118–140. https://doi.org/10.1080/10548408.2015.1038420
54. Leon, S., & Dixon, S. (2023). Airline satisfaction and loyalty: Assessing the influence of personality, trust and service quality. Journal of Air Transport Management, 113, 102487. https://doi.org/10.1016/j.jairtraman.2023.102487
55. Leong, L.-Y., Hew, T.-S., Ooi, K.-B., & Lin, B. (2021). A meta-analysis of consumer innovation resistance: Is there a cultural invariance? Industrial Management & Data Systems, 121(8), 1784–1823. https://doi.org/10.1108/IMDS-12-2020-0741
56. Ma, C., Fan, A., & Mattila, A. S. (2024). Decoding the shared pathways of consumer technology experience in hospitality and tourism: A meta-analysis. International Journal of Hospitality Management, 118, 103685. https://doi.org/10.1016/j.ijhm.2023.103685
57. Mason, M. C., Oduro, S., Umar, R. M., & Zamparo, G. (2023). Effect of consumption values on consumer behavior: A meta-analysis. Marketing Intelligence & Planning, 41(7), 923–944. https://doi.org/10.1108/MIP-03-2023-0100
58. Mathes, T., & Kuss, O. (2018). A comparison of methods for meta-analysis of a small number of studies with binary outcomes. Research Synthesis Methods, 9(3), 366-381. https://doi.org/10.1002/jrsm.1296
59. Mattison Thompson, F., & Tuzovic, S. (2020). Why organizational loyalty programs cannot prevent switching. Journal of Services Marketing, 34(2), 207–222. https://doi.org/10.1108/JSM-10-2019-0387
60. McDonald, M., Christopher, M., & Bass, M. (2003). Customer retention strategy. In M. McDonald, M. Christopher, & M. Bass (Eds.), Marketing: A complete guide (pp. 315–349). Macmillan Education UK. https://doi.org/10.1007/978-1-4039-3741-4_14
61. Mikulić, J., Šerić, M., & Matas Milković, L. (2017). Airline loyalty determinants among business travelers: Empirical evidence from Croatia. Transportation Letters, 9(3), 177–183. https://doi.org/10.1080/19427867.2016.1274469
62. Milani, A., Dessi, F., & Bonaiuto, M. (2024). A meta-analysis on the drivers and barriers to the social acceptance of renewable and sustainable energy technologies. Energy Research & Social Science, 114, 103624. https://doi.org/10.1016/j.erss.2024.103624
63. Mittal, B. (2016). Retrospective: Why do customers switch? The dynamics of satisfaction versus loyalty. Journal of Services Marketing, 30(6), 569–575. https://doi.org/10.1108/JSM-07-2016-0277
64. Mohd-Any, A. A., Mutum, D. S., Ghazali, E. M., & Mohamed-Zulkifli, L. (2019). To fly or not to fly? An empirical study of trust, post-recovery satisfaction and loyalty of Malaysia Airlines passengers. Journal of Service Theory and Practice, 29(5/6), 661–690. https://doi.org/10.1108/JSTP-10-2018-0223
65. Moher, D., Liberati, A., Tetzlaff, J., & Altman, D. G. (2009). Preferred reporting items for systematic reviews and meta-analyses: The PRISMA statement. BMJ, 339. https://doi.org/10.1136/bmj.b2535
66. Morgan, R., & Hunt, S. (1994). The commitment-trust theory of relationship marketing. The Journal of Marketing, 58(3), 20–38. https://doi.org/10.2307/1252308
67. Nallainathan, S., Arefi, A., Lund, C., & Mehrizi-Sani, A. (2025). Allocation of cost of reliability to various customer sectors in a standalone microgrid system. Energies, 18(13):3237. https://doi.org/10.3390/en18133237
68. Nguyen, B., & Mutum, D. S. (2012). A review of customer relationship management: Successes, advances, pitfalls and futures. Business Process Management Journal, 18(3), 400–419. https://doi.org/10.1108/14637151211232614
69. Orwin, R. G. (1983). A fail-safe N for effect size in meta-analysis. Journal of Educational Statistics, 8(2), 157–159. https://doi.org/10.2307/1164923
70. Pan, Y., Sheng, S., & Xie, F. T. (2012). Antecedents of customer loyalty: An empirical synthesis and reexamination. Journal of Retailing and Consumer Services, 19(1), 150–158. https://doi.org/10.1016/j.jretconser.2011.11.004
71. Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41–50. https://doi.org/10.2307/1251430
72. Paul, J., & Barari, M. (2022). Meta-analysis and traditional systematic literature reviews—What, why, when, where, and how? Psychology & Marketing, 39(6), 1099–1115. https://doi.org/10.1002/mar.21657
73. Pritchard, M. P., Havitz, M. E., & Howard, D. R. (1999). Analyzing the commitment-loyalty link in service contexts. Journal of the Academy of Marketing Science, 27(3), 333–348. https://doi.org/10.1177/0092070399273004
74. Ragab, H., Polo-Peña, A. I., & Mahrous, A. A. (2024). The effect of airline service quality, perceived value, emotional attachment, and brand loyalty on passengers’ willingness to pay: The moderating role of airline origin. Case Studies on Transport Policy, 18, 101313. https://doi.org/10.1016/j.cstp.2024.101313
75. Rizan, M., Warokka, A., Wibowo, A., & Febrilia, I. (2020). Leadership styles and customer loyalty: A lesson from emerging Southeast Asia’s airlines industry. Journal of Asian Finance, Economics and Business, 7(9), 477–488. https://semanticscholar.org/CorpusID:224985212
76. Sandada, M., & Matibiri, B. (2016). An investigation into the impact of service quality, frequent flier programs and safety perception on satisfaction and customer loyalty in the airline industry in Southern Africa. South East European Journal of Economics and Business, 11(1), 41–53. https://doi.org/10.1515/jeb-2016-0006
77. Santini, F. D. O., Ladeira, W. J., Vieira, V. A., Araujo, C. F., & Sampaio, C. H. (2019). Antecedents and consequences of impulse buying: A meta-analytic study. RAUSP Management Journal, 54(2), 178–204. https://doi.org/10.1108/RAUSP-07-2018-0037
78. Sritharan, R. (2018). Commitment versus brand loyalty: An analytical study. International Journal Of Creative Research Thoughts, 6(1), 105–108.
79. Suryadi, N., Suryana, Y., Komaladewi, R., & Namuri, D. (2018). Consumer, customer and perceived value: Past and present. Academy of Strategic Management Journal, 17(4), 1-9.
80. Tahir, A. H., Adnan, M., & Saeed, Z. (2024). The impact of brand image on customer satisfaction and brand loyalty: A systematic literature review. Heliyon, 10(16), e36254. https://doi.org/10.1016/j.heliyon.2024.e36254
81. Tanford, S. (2016). Antecedents and outcomes of hospitality loyalty: A meta-analysis. Cornell Hospitality Quarterly, 57(2), 122–137. https://doi.org/10.1177/1938965516640121
82. Tatikonda, L. U. (2013). The hidden costs of customer dissatisfaction. Management Accounting Quarterly, 14(3), 34–43. https://www.proquest.com/scholarly-journals/hidden-costs-customer-dissatisfaction/docview/1415380459/se-2?accountid=25082
83. Thakur, R. (2010). Optimizing CRM: A framework for enhancing profitability and increasing lifetime value of customers. Marketing Management Journal. 20(2), 140-151. https://semanticscholar.org/CorpusID:198959230
84. Varis, I., Kravchuk, O. I., & Zavhorodnia, S. (2021). Business’s digital transformation: Choice, implementation and improvement of CRM-systems. Marketing and Digital Technologies, 5(2). 48-66. https://semanticscholar.org/CorpusID:237822136
85. Vatjanasaregagul, L. (2019). The relationship of trust, satisfaction, commitment and loyalty. https://semanticscholar.org/CorpusID:216578760
86. VIP Response. (2022). What is customer commitment?. https://vipresponse.nl/what-is-customer-commitment
87. Wang, W., Li, J., & Li, Y. (2024). Consumer willingness to purchase hydrogen fuel cell vehicles: A meta-analysis of the literature. International Journal of Hydrogen Energy, 50, 1536–1557. https://doi.org/10.1016/j.ijhydene.2023.07.256
88. Wehner, C., López-Bonilla, L. M., & López-Bonilla, J. M. (2022). Consumer behaviour in air transportation: Comparison between Spanish and German passengers. Travel Behaviour and Society, 28, 264–272. https://doi.org/10.1016/j.tbs.2022.04.008
89. Wendt, N., Kipperberg, G., & Lindhjem, H. (2024). Consumer willingness to pay for emission reduction in air travel: A meta-analysis. Transportation Research Part D: Transport and Environment, 134, 104347. https://doi.org/10.1016/j.trd.2024.104347
90. Wong Poh Ming, W. (2014). The effects of website quality on customer e-loyalty: The mediating effect of trustworthiness. International Journal of Academic Research in Business and Social Sciences, 4(3), 19-41. https://doi.org/10.6007/IJARBSS/v4-i3/670
91. Yas, H., Jusoh, A., Nor, K., Alkaabi, A., Jovovic, N., & Delibasic, M. (2022). Impact of airline service quality on passenger satisfaction and loyalty: Moderating influence of price sensitivity and quality seekers. Transformations in Business and Economics, 21, 120–150.
92. Ye, H. J., & Tripathi, A. K. (2016). Using social media to manage customer complaints: A preliminary study. 2016 49th Hawaii International Conference on System Sciences (HICSS), 2016, 3839-3846, doi: 10.1109/HICSS.2016.478, The University of Auckland Business School Research Paper Series. https://ssrn.com/abstract=3950815
93. Yuniarwati, Y., Ardana, I., Yusianto, Y., & Yahya, N. (2023, January). The influence of online shopping ethics on trust, repurchase intention and loyalty: Perception of economics and business students. In Proceedings of the 5th International Public Sector Conference (IPSC 2023). EAI. https://doi.org/10.4108/eai.10-10-2023.2342181
94. Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60(2), 31–46. https://doi.org/10.2307/1251929
95. Zhang, H., Fu, X., Cai, L. A., & Lu, L. (2014). Destination image and tourist loyalty: A meta-analysis. Tourism Management, 40, 213–223. https://doi.org/10.1016/j.tourman.2013.06.006
96. Zhang, L., Yi, Y., & Zhou, G. (2022). Cultivate customer loyalty in national culture: A meta-analysis of electronic banking customer loyalty. Cross Cultural & Strategic Management, 29(3), 698–728. https://doi.org/10.1108/CCSM-08-2021-0155
97. Zhao, S., Jiang, Z., Li, Y., & Meng, J. (2023). How does word-of-mouth marketing affect customer loyalty. Advances in Economics, Management and Political Sciences, 10, 51–57. https://doi.org/10.54254/2754-1169/10/20230427