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The Antecedents of Economy-class Passenger Loyalty The Moderating Role of Airline Business Models: Full-service and Low-cost Airlines

Year 2023, , 543 - 563, 30.12.2023
https://doi.org/10.26650/ibr.2023.52.861811

Abstract

In recent decades full-service airlines have targeted price-sensitive passengers, traditionally targeted by low-cost airlines, by promoting their economy class options. This paper aims to guide both types of airlines in promoting their economyclass options by utilizing factors influencing passenger preferences and loyalty. This paper identifies the relationship between the factors influencing economy-class passengers’ airline preferences and passenger loyalty. It also shows the moderating the role of the airline business models, i.e., full-service and low-cost, in this relationship. The data was collected at airports from 418 passengers who had just traveled or would soon travel. The results indicate that schedule convenience influences the airline choice of economy-class passengers the most. Furthermore, passenger loyalty is significantly influenced by in-flight experience, schedule convenience, and punctuality, but not by affordability, assurance, and booking experience. Additionally, the type of airline business model moderates the influence of affordability on passenger loyalty. Full-service and low-cost airlines targeting price-sensitive passengers with economy class options are recommended to ensure schedule convenience and punctuality.

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References

  • Acar, A. Z., & Karabulak, S. (2015). Competition between Full Service Network Carriers and Low Cost Carriers in Turkish Airline Market. Procedia - Social andBehavioralSciences, 207, 642-651. https://doi. org/10.1016/j.sbspro.2015.10.134 google scholar
  • Akamavi, R. K., Mohamed, E., Pellmann, K., & Xu, Y. (2015). Key determinants of passenger loyalty in the low-cost airline business. Tourism Management, 46, 528-545. https://doi.org/10.1016/j.tour-man.2014.07.010 google scholar
  • Akhter, W., Abbasi, A. S., Ali, I., & Afzal, H. (2011). Factors affecting customer loyalty in Pakistan. African Journal of Business Management, 5(4), 1167-1174. google scholar
  • Akpoyomare, O. Ben, Patrick Ladipo Kunle, A., & Ganiyu, R. A. (2016). Airline Service Quality Dimensi-ons and Customer Loyalty: Empirical Evidence from Air Passengers’ in Lagos State. Czech Journal of Tourism, 13(2), 155-171. https://doi.org/10.1515/cjot-2016-0009.Oghojafor google scholar
  • Akpur, A., & Zengin, B. (2019a). A Comparative Study to Measure Cabin Services Quality Perception of Internal and External Costumers. International Journal of Social Sciences, 4(1), 29-49. https://doi. org/10.31454/usb.565288 google scholar
  • Akpur, A., & Zengin, B. (2019b). The Concept of Low-Cost Airline Transportation: Definition and Meaning. Journal of Tourismology, 5(1), 73-91. https://doi.org/10.26650/jot.2019.5.1.0014 google scholar
  • An, M., & Noh, ^. Y (2009). Airline customer satisfaction and loyalty : impact of in-flight service quality. Service Businessiness, 3, 293-307. https://doi.org/10.1007/s11628-009-0068-4 google scholar
  • Atalık, Ö. (2009). A Study to Determine the Effects of Customer Value on Customer Loyalty in Airline Com-panies Operating : Case of Turkish Air Travellers. International Journal of Business and Management, 4(6), 154-162. google scholar
  • Baker, D. M. A. (2013). Service Quality and Customer Satisfaction in the Airline Industry: A Comparison between Legacy Airlines and Low-Cost Airlines. American Journal of Tourism Research, 2(1), 67-77. https://doi.org/10.11634/216837861302317 google scholar
  • Banerji, D., Saha, V., Singh, N., & Srivastava, R. (2022). What are the most important consumer decision factors when choosing an airline? An emerging economy perspective. Asia Pacific Journal of Marketingand Logistics. https://doi.org/10.1108/APJML-07-2021-0486 google scholar
  • Blut, M., Evanschitzky, H., Vogel, V., & Ahlert, D. (2007). Switching Barriers in the Four-Stage Loyalty Model. Association for Consumer Research, 34, 726-734. google scholar
  • Boubker, O., & Naoui, K. (2022). Factors affecting airline brand love, passengers’ loyalty, and positive word-of-mouth. A case study of Royal Air Maroc. Case Studies on Transport Policy, 10(2), 1388-1400. https:// doi.org/10.1016/j.cstp.2022.05.006 google scholar
  • Caber, M. (2018). Customer-Based Market Positions of Domestic Airlines in Turkey. Journal of Tourismo-logy, 4(1), 9-19. https://doi.org/10.26650/jot.2018.4.1.0002 google scholar
  • Calisir, N., Basak, E., & Calisir, F. (2016). Key drivers of passenger loyalty : A case of Frankfurt e Is-tanbul fl ights. Journal of Air Transport Management, 53, 211-217. https://doi.org/10.1016/j.jairtra-man.2016.03.002 google scholar
  • Çelikkol, E. S., Uçkun, C. G., Tekin, V. N., & Çelikkol, Ş. (2012). A Research on Factors That Have Effect on Satisfaction and Preferences of Customers With Regard To Airline Transport within Domestic Flights in Turkey. Journal of Business Research - Turk, 4(3), 70-81. google scholar
  • Çetin, G., Akova, O., Gursoy, D., & Kaya, F. (2016). Impact of direct flights on tourist volume: Case of Tur-kish Airlines. Journal of Tourismology, 2(2), 36-50. google scholar
  • Chang, L., & Hung, S. (2013). Adoption and loyalty toward low cost carriers : The case of Taipei - Singapore passengers. Transportation Research Part E, 50, 29-36. https://doi.org/10.1016/j.tre.2012.10.003 google scholar
  • Chang, Y., & Chang, Y. (2010). Does service recovery affect satisfaction and customer loyalty? An empirical study of airline services. Journal ofAir Transport Management, 16(6), 340-342. https://doi.org/10.1016/j. jairtraman.2010.05.001 google scholar
  • Chen, C., & Liu, H. (2017). Exploring the Impact of Airlines Service Quality on Customer Loyalty: Eviden-ce from Taiwan. International Journal ofBusiness and Management, 12(5), 36. https://doi.org/10.5539/ ijbm.v12n5p36 google scholar
  • Chen, P., & Hu, H. S. (2013). The mediating role of relational benefit between service quality and custo-mer loyalty in airline industry. Total Quality Management & Business Excellence, 24(9-10), 1084-1095. https://doi.org/10.1080/14783363.2012.661130 google scholar
  • Chiou, Y. C., & Chen, Y. H. (2010). Factors influencing the intentions of passengers regarding full service and low cost carriers: A note. Journal of Air Transport Management, 16(4), 226-228. https://doi. org/10.1016/j.jairtraman.2009.11.005 google scholar
  • Curry, N., & Gao, Y. (2012). Low-Cost Airlines—A New Customer Relationship? An Analysis of Service Quality, Service Satisfaction, and Customer Loyalty in a Low-Cost Setting. Services Marketing Quar-terly, 33(2), 104-118. https://doi.org/10.1080/15332969.2012.662457 google scholar
  • Dennis, N. (2007). End of the free lunch? The responses of traditional European airlines to the low-cost carrier threat. Journal of Air Transport Management, 13(5), 311-321. https://doi.org/10.1016/j.jairtra-man.2007.04.005 google scholar
  • Escobari, D. (2011). Frequent flyer programs premium and the role of airport dominance. Applied Economics Letters, 18(16), 1565-1569. https://doi.org/10.1080/13504851.2010.548780 google scholar
  • Evangelho, F., Huse, C., & Linhares, A. (2005). Market entry of a low cost airline and impacts on the Bra-zilian business travelers. Journal ofAir Transport Management, 11(2), 99-105. https://doi.org/10.1016/j. jairtraman.2004.09.005 google scholar
  • Forgas, S., Moliner, M. A., Sanchez, 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 google scholar
  • Fourie, C., & Lubbe, B. (2006). Determinants of selection of full-service airlines and low-cost carriers - A note on business travellers in South Africa. Journal ofAir Transport Management, 12(2), 98-102. https:// doi.org/10.1016/j.jairtraman.2005.11.008 google scholar
  • Gilbert, D., & Wong, R. K. . (2003). Passenger expectations and airline services: a Hong Kong based study. Tourism Management, 24(5), 519-532. https://doi.org/10.1016/S0261-5177(03)00002-5 google scholar
  • Gillen, D., & Lall, A. (2004). Competitive advantage of low-cost carriers: Some implications for airports. Journal ofAir Transport Management, 10(1), 41-50. https://doi.org/10.1016/j.jairtraman.2003.10.009 google scholar
  • Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2014). Multivariate data analysis. In Pearson (7th ed.). Pearson Education Limited. google scholar
  • Han, H., Kim, Y., & Kim, E. (2011). Cognitive , affective , conative , and action loyalty : Testing the impact of inertia. International Journal ofHospitality Management, 30(4), 1008-1019. https://doi.org/10.1016/j. ijhm.2011.03.006 google scholar
  • ICAO. (2020). List ofLow-Cost-Carriers (LCCs). https://www.icao.int/sustainability/Documents/LCC-List. pdf google scholar
  • Jiang, H., & Zhang, Y. (2016). An investigation of service quality, customer satisfaction and loyalty in China’s airline market. Journal ofAir Transport Management, 57, 80-88. https://doi.org/10.1016/j.jairt-raman.2016.07.008 google scholar
  • Klophaus, R. (2005). Frequent flyer programs for European low-cost airlines: Prospects, risks and imple-mentation guidelines. Journal ofAir Transport Management, 11(5), 348-353. https://doi.org/10.1016/j. jairtraman.2005.07.001 google scholar
  • Koklic, M. K., Kukar-Kinney, M., & Vegelj, S. (2017). An investigation of customer satisfaction with low-cost and full-service airline companies. Journal of Business Research, 80(May), 188-196. https://doi. org/10.1016/j.jbusres.2017.05.015 google scholar
  • Kurtulmuşoğlu, F. B., Can, G. F., & Tolon, M. (2016). A voice in the skies: Listening to airline passen-ger preferences. Journal of Air Transport Management, 57, 130-137. https://doi.org/10.1016/j.jairtra-man.2016.07.017 google scholar
  • Lee, C. K. M., Ng, K. K. H., Chan, H. K., Choy, K. L., Tai, W. C., & Choi, L. S. (2018). A multi-group analysis of social media engagement and loyalty constructs between full-service and low-cost carriers in Hong Kong. Journal ofAir Transport Management, 73(April 2017), 46-57. https://doi.org/10.1016/j. jairtraman.2018.08.009 google scholar
  • Leong, L. Y., Hew, T. S., Lee, V. H., & Ooi, K. B. (2015). An SEM-artificial-neural-network analysis of the relationships between SERVPERF, customer satisfaction and loyalty among low-cost and full-service air-line. Expert Systems with Applications, 42(19), 6620-6634. https://doi.org/10.1016/j.eswa.2015.04.043 google scholar
  • Loureiro, S. M. C., & Fialho, A. F. (2017). The role of intrinsic in-flight cues in relationship quality and be-havioural intentions: segmentation in less mindful and mindful passengers. Journal of Travel and Tourism Marketing, 34(7), 948-962. https://doi.org/10.1080/10548408.2016.1251871 google scholar
  • Mason, K. J. (2000). The propensity of business travellers to use low cost airlines. Journal of Transport Geography, 8(2), 107-119. https://doi.org/10.1016/S0966-6923(99)00032-0 google scholar
  • Mason, K. J. (2001). Marketing low-cost airline services to business travellers. Journal of Air Transport Management, 7(2), 103-109. https://doi.org/10.1016/S0969-6997(00)00036-3 google scholar
  • Mehta, R., Rice, S., Deaton, J., & Winter, S. R. (2019). Creating a prediction model of passenger preference between low cost and legacy airlines. Transportation Research Interdisciplinary Perspectives, 3. https:// doi.org/10.1016/j.trip.2019.100075 google scholar
  • Meydan, C. H., & Şeşen, H. (2015). Yapısal Eşitlik Modellemesi: AMOS Uygulamaları (2th ed.). Detay Publication. google scholar
  • Mikulic, J., & Prebezac, D. (2011). What drives passenger loyalty to traditional and low-cost airlines? A formative partial least squares approach. Journal of Air TransportManagement, 17(4), 237-240. https:// doi.org/10.1016/j.jairtraman.2010.09.005 google scholar
  • Namukasa, J. (2013). The influence of airline service quality on passenger satisfaction and loyalty the case of Uganda airline industry. TQM Journal, 25(5), 520-532. https://doi.org/10.1108/TQM-11-2012-0092 google scholar
  • Oliver, R. L. (1999). Whence Consumer Loyalty? Journal ofMarketing, 63(Special Issue), 33-44. google scholar
  • Oliver, R. L. (2014). Satisfaction: A Behavioral Perspective on the Consumer. In Routledge (2nd ed.). Ro-utledge. google scholar
  • Park, J. (2007). Passenger perceptions of service quality: Korean and Australian case studies. Journal ofAir Transport Management, 13(4), 238-242. https://doi.org/10.1016/j.jairtraman.2007.04.002 google scholar
  • Saha, G. C., & Theingi. (2009). Service quality, satisfaction, and behavioural intentions: A study of low-cost airline carriers in Thailand. Managing Service Quality, 19(3), 0960-4529. https://doi.org/https://doi. org/10.1108/09604520910955348 google scholar
  • Sezgen, E., Mason, K. J., & Mayer, R. (2019). Voice of airline passenger: A text mining approach to un-derstand customer satisfaction. Journal of Air Transport Management, 77(March), 65-74. https://doi. org/10.1016/j.jairtraman.2019.04.001 google scholar
  • Shen, C., & Yahya, Y. (2021). The impact of service quality and price on passengers’ loyalty towards low-cost airlines: The Southeast Asia’s perspective. Journal of Air Transport Management, 91(November 2020), 101966. https://doi.org/10.1016/j.jairtraman.2020.101966 google scholar
  • Vlachos, I., & Lin, Z. (2014). Drivers of airline loyalty: Evidence from the business travelers in China. Trans-portation Research Part E: Logistics and Transportation Review, 71, 1-17. https://doi.org/10.1016/j. tre.2014.07.011 google scholar
  • Yang, J., & Liu, A. (2003). Frequent Flyer Program: a case study of China airline’s marketing initiati-ve — Dynasty Flyer Program. Tourism Management, 24, 587-595. https://doi.org/10.1016/S0261-5177(03)00007-4 google scholar
Year 2023, , 543 - 563, 30.12.2023
https://doi.org/10.26650/ibr.2023.52.861811

Abstract

Project Number

..

References

  • Acar, A. Z., & Karabulak, S. (2015). Competition between Full Service Network Carriers and Low Cost Carriers in Turkish Airline Market. Procedia - Social andBehavioralSciences, 207, 642-651. https://doi. org/10.1016/j.sbspro.2015.10.134 google scholar
  • Akamavi, R. K., Mohamed, E., Pellmann, K., & Xu, Y. (2015). Key determinants of passenger loyalty in the low-cost airline business. Tourism Management, 46, 528-545. https://doi.org/10.1016/j.tour-man.2014.07.010 google scholar
  • Akhter, W., Abbasi, A. S., Ali, I., & Afzal, H. (2011). Factors affecting customer loyalty in Pakistan. African Journal of Business Management, 5(4), 1167-1174. google scholar
  • Akpoyomare, O. Ben, Patrick Ladipo Kunle, A., & Ganiyu, R. A. (2016). Airline Service Quality Dimensi-ons and Customer Loyalty: Empirical Evidence from Air Passengers’ in Lagos State. Czech Journal of Tourism, 13(2), 155-171. https://doi.org/10.1515/cjot-2016-0009.Oghojafor google scholar
  • Akpur, A., & Zengin, B. (2019a). A Comparative Study to Measure Cabin Services Quality Perception of Internal and External Costumers. International Journal of Social Sciences, 4(1), 29-49. https://doi. org/10.31454/usb.565288 google scholar
  • Akpur, A., & Zengin, B. (2019b). The Concept of Low-Cost Airline Transportation: Definition and Meaning. Journal of Tourismology, 5(1), 73-91. https://doi.org/10.26650/jot.2019.5.1.0014 google scholar
  • An, M., & Noh, ^. Y (2009). Airline customer satisfaction and loyalty : impact of in-flight service quality. Service Businessiness, 3, 293-307. https://doi.org/10.1007/s11628-009-0068-4 google scholar
  • Atalık, Ö. (2009). A Study to Determine the Effects of Customer Value on Customer Loyalty in Airline Com-panies Operating : Case of Turkish Air Travellers. International Journal of Business and Management, 4(6), 154-162. google scholar
  • Baker, D. M. A. (2013). Service Quality and Customer Satisfaction in the Airline Industry: A Comparison between Legacy Airlines and Low-Cost Airlines. American Journal of Tourism Research, 2(1), 67-77. https://doi.org/10.11634/216837861302317 google scholar
  • Banerji, D., Saha, V., Singh, N., & Srivastava, R. (2022). What are the most important consumer decision factors when choosing an airline? An emerging economy perspective. Asia Pacific Journal of Marketingand Logistics. https://doi.org/10.1108/APJML-07-2021-0486 google scholar
  • Blut, M., Evanschitzky, H., Vogel, V., & Ahlert, D. (2007). Switching Barriers in the Four-Stage Loyalty Model. Association for Consumer Research, 34, 726-734. google scholar
  • Boubker, O., & Naoui, K. (2022). Factors affecting airline brand love, passengers’ loyalty, and positive word-of-mouth. A case study of Royal Air Maroc. Case Studies on Transport Policy, 10(2), 1388-1400. https:// doi.org/10.1016/j.cstp.2022.05.006 google scholar
  • Caber, M. (2018). Customer-Based Market Positions of Domestic Airlines in Turkey. Journal of Tourismo-logy, 4(1), 9-19. https://doi.org/10.26650/jot.2018.4.1.0002 google scholar
  • Calisir, N., Basak, E., & Calisir, F. (2016). Key drivers of passenger loyalty : A case of Frankfurt e Is-tanbul fl ights. Journal of Air Transport Management, 53, 211-217. https://doi.org/10.1016/j.jairtra-man.2016.03.002 google scholar
  • Çelikkol, E. S., Uçkun, C. G., Tekin, V. N., & Çelikkol, Ş. (2012). A Research on Factors That Have Effect on Satisfaction and Preferences of Customers With Regard To Airline Transport within Domestic Flights in Turkey. Journal of Business Research - Turk, 4(3), 70-81. google scholar
  • Çetin, G., Akova, O., Gursoy, D., & Kaya, F. (2016). Impact of direct flights on tourist volume: Case of Tur-kish Airlines. Journal of Tourismology, 2(2), 36-50. google scholar
  • Chang, L., & Hung, S. (2013). Adoption and loyalty toward low cost carriers : The case of Taipei - Singapore passengers. Transportation Research Part E, 50, 29-36. https://doi.org/10.1016/j.tre.2012.10.003 google scholar
  • Chang, Y., & Chang, Y. (2010). Does service recovery affect satisfaction and customer loyalty? An empirical study of airline services. Journal ofAir Transport Management, 16(6), 340-342. https://doi.org/10.1016/j. jairtraman.2010.05.001 google scholar
  • Chen, C., & Liu, H. (2017). Exploring the Impact of Airlines Service Quality on Customer Loyalty: Eviden-ce from Taiwan. International Journal ofBusiness and Management, 12(5), 36. https://doi.org/10.5539/ ijbm.v12n5p36 google scholar
  • Chen, P., & Hu, H. S. (2013). The mediating role of relational benefit between service quality and custo-mer loyalty in airline industry. Total Quality Management & Business Excellence, 24(9-10), 1084-1095. https://doi.org/10.1080/14783363.2012.661130 google scholar
  • Chiou, Y. C., & Chen, Y. H. (2010). Factors influencing the intentions of passengers regarding full service and low cost carriers: A note. Journal of Air Transport Management, 16(4), 226-228. https://doi. org/10.1016/j.jairtraman.2009.11.005 google scholar
  • Curry, N., & Gao, Y. (2012). Low-Cost Airlines—A New Customer Relationship? An Analysis of Service Quality, Service Satisfaction, and Customer Loyalty in a Low-Cost Setting. Services Marketing Quar-terly, 33(2), 104-118. https://doi.org/10.1080/15332969.2012.662457 google scholar
  • Dennis, N. (2007). End of the free lunch? The responses of traditional European airlines to the low-cost carrier threat. Journal of Air Transport Management, 13(5), 311-321. https://doi.org/10.1016/j.jairtra-man.2007.04.005 google scholar
  • Escobari, D. (2011). Frequent flyer programs premium and the role of airport dominance. Applied Economics Letters, 18(16), 1565-1569. https://doi.org/10.1080/13504851.2010.548780 google scholar
  • Evangelho, F., Huse, C., & Linhares, A. (2005). Market entry of a low cost airline and impacts on the Bra-zilian business travelers. Journal ofAir Transport Management, 11(2), 99-105. https://doi.org/10.1016/j. jairtraman.2004.09.005 google scholar
  • Forgas, S., Moliner, M. A., Sanchez, 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 google scholar
  • Fourie, C., & Lubbe, B. (2006). Determinants of selection of full-service airlines and low-cost carriers - A note on business travellers in South Africa. Journal ofAir Transport Management, 12(2), 98-102. https:// doi.org/10.1016/j.jairtraman.2005.11.008 google scholar
  • Gilbert, D., & Wong, R. K. . (2003). Passenger expectations and airline services: a Hong Kong based study. Tourism Management, 24(5), 519-532. https://doi.org/10.1016/S0261-5177(03)00002-5 google scholar
  • Gillen, D., & Lall, A. (2004). Competitive advantage of low-cost carriers: Some implications for airports. Journal ofAir Transport Management, 10(1), 41-50. https://doi.org/10.1016/j.jairtraman.2003.10.009 google scholar
  • Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2014). Multivariate data analysis. In Pearson (7th ed.). Pearson Education Limited. google scholar
  • Han, H., Kim, Y., & Kim, E. (2011). Cognitive , affective , conative , and action loyalty : Testing the impact of inertia. International Journal ofHospitality Management, 30(4), 1008-1019. https://doi.org/10.1016/j. ijhm.2011.03.006 google scholar
  • ICAO. (2020). List ofLow-Cost-Carriers (LCCs). https://www.icao.int/sustainability/Documents/LCC-List. pdf google scholar
  • Jiang, H., & Zhang, Y. (2016). An investigation of service quality, customer satisfaction and loyalty in China’s airline market. Journal ofAir Transport Management, 57, 80-88. https://doi.org/10.1016/j.jairt-raman.2016.07.008 google scholar
  • Klophaus, R. (2005). Frequent flyer programs for European low-cost airlines: Prospects, risks and imple-mentation guidelines. Journal ofAir Transport Management, 11(5), 348-353. https://doi.org/10.1016/j. jairtraman.2005.07.001 google scholar
  • Koklic, M. K., Kukar-Kinney, M., & Vegelj, S. (2017). An investigation of customer satisfaction with low-cost and full-service airline companies. Journal of Business Research, 80(May), 188-196. https://doi. org/10.1016/j.jbusres.2017.05.015 google scholar
  • Kurtulmuşoğlu, F. B., Can, G. F., & Tolon, M. (2016). A voice in the skies: Listening to airline passen-ger preferences. Journal of Air Transport Management, 57, 130-137. https://doi.org/10.1016/j.jairtra-man.2016.07.017 google scholar
  • Lee, C. K. M., Ng, K. K. H., Chan, H. K., Choy, K. L., Tai, W. C., & Choi, L. S. (2018). A multi-group analysis of social media engagement and loyalty constructs between full-service and low-cost carriers in Hong Kong. Journal ofAir Transport Management, 73(April 2017), 46-57. https://doi.org/10.1016/j. jairtraman.2018.08.009 google scholar
  • Leong, L. Y., Hew, T. S., Lee, V. H., & Ooi, K. B. (2015). An SEM-artificial-neural-network analysis of the relationships between SERVPERF, customer satisfaction and loyalty among low-cost and full-service air-line. Expert Systems with Applications, 42(19), 6620-6634. https://doi.org/10.1016/j.eswa.2015.04.043 google scholar
  • Loureiro, S. M. C., & Fialho, A. F. (2017). The role of intrinsic in-flight cues in relationship quality and be-havioural intentions: segmentation in less mindful and mindful passengers. Journal of Travel and Tourism Marketing, 34(7), 948-962. https://doi.org/10.1080/10548408.2016.1251871 google scholar
  • Mason, K. J. (2000). The propensity of business travellers to use low cost airlines. Journal of Transport Geography, 8(2), 107-119. https://doi.org/10.1016/S0966-6923(99)00032-0 google scholar
  • Mason, K. J. (2001). Marketing low-cost airline services to business travellers. Journal of Air Transport Management, 7(2), 103-109. https://doi.org/10.1016/S0969-6997(00)00036-3 google scholar
  • Mehta, R., Rice, S., Deaton, J., & Winter, S. R. (2019). Creating a prediction model of passenger preference between low cost and legacy airlines. Transportation Research Interdisciplinary Perspectives, 3. https:// doi.org/10.1016/j.trip.2019.100075 google scholar
  • Meydan, C. H., & Şeşen, H. (2015). Yapısal Eşitlik Modellemesi: AMOS Uygulamaları (2th ed.). Detay Publication. google scholar
  • Mikulic, J., & Prebezac, D. (2011). What drives passenger loyalty to traditional and low-cost airlines? A formative partial least squares approach. Journal of Air TransportManagement, 17(4), 237-240. https:// doi.org/10.1016/j.jairtraman.2010.09.005 google scholar
  • Namukasa, J. (2013). The influence of airline service quality on passenger satisfaction and loyalty the case of Uganda airline industry. TQM Journal, 25(5), 520-532. https://doi.org/10.1108/TQM-11-2012-0092 google scholar
  • Oliver, R. L. (1999). Whence Consumer Loyalty? Journal ofMarketing, 63(Special Issue), 33-44. google scholar
  • Oliver, R. L. (2014). Satisfaction: A Behavioral Perspective on the Consumer. In Routledge (2nd ed.). Ro-utledge. google scholar
  • Park, J. (2007). Passenger perceptions of service quality: Korean and Australian case studies. Journal ofAir Transport Management, 13(4), 238-242. https://doi.org/10.1016/j.jairtraman.2007.04.002 google scholar
  • Saha, G. C., & Theingi. (2009). Service quality, satisfaction, and behavioural intentions: A study of low-cost airline carriers in Thailand. Managing Service Quality, 19(3), 0960-4529. https://doi.org/https://doi. org/10.1108/09604520910955348 google scholar
  • Sezgen, E., Mason, K. J., & Mayer, R. (2019). Voice of airline passenger: A text mining approach to un-derstand customer satisfaction. Journal of Air Transport Management, 77(March), 65-74. https://doi. org/10.1016/j.jairtraman.2019.04.001 google scholar
  • Shen, C., & Yahya, Y. (2021). The impact of service quality and price on passengers’ loyalty towards low-cost airlines: The Southeast Asia’s perspective. Journal of Air Transport Management, 91(November 2020), 101966. https://doi.org/10.1016/j.jairtraman.2020.101966 google scholar
  • Vlachos, I., & Lin, Z. (2014). Drivers of airline loyalty: Evidence from the business travelers in China. Trans-portation Research Part E: Logistics and Transportation Review, 71, 1-17. https://doi.org/10.1016/j. tre.2014.07.011 google scholar
  • Yang, J., & Liu, A. (2003). Frequent Flyer Program: a case study of China airline’s marketing initiati-ve — Dynasty Flyer Program. Tourism Management, 24, 587-595. https://doi.org/10.1016/S0261-5177(03)00007-4 google scholar
There are 53 citations in total.

Details

Primary Language English
Subjects Business Administration
Journal Section Articles
Authors

Önder Kethüda 0000-0002-7661-2009

Emre Dil 0000-0002-7547-6869

Mehmet Akif Öncü 0000-0002-4557-4214

Project Number ..
Publication Date December 30, 2023
Submission Date January 15, 2021
Published in Issue Year 2023

Cite

APA Kethüda, Ö., Dil, E., & Öncü, M. A. (2023). The Antecedents of Economy-class Passenger Loyalty The Moderating Role of Airline Business Models: Full-service and Low-cost Airlines. Istanbul Business Research, 52(3), 543-563. https://doi.org/10.26650/ibr.2023.52.861811

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