Article ID | Journal | Published Year | Pages | File Type |
---|---|---|---|---|
1031270 | Journal of Air Transport Management | 2011 | 4 Pages |
Abstract
Based on a case study involving passengers from Lufthansa, Croatia Airlines and Germanwings, we examine the determinants of passenger loyalty among users of traditional full-service airlines and of low-cost carriers. In particular, using formative modeling the study analyzes the effects of service quality and price on carrier choice and loyalty.
► The paper offers a case study of customer loyalty for two traditional European airlines and a low-cost carrier. ► It makes use of a survey of passengers, supported by a Delphi analysis of experts to develop a formative model of loyalty. ► The studies find that pricing strategies and service quality dominate thinking regarding continued use of a carrier.
Keywords
Related Topics
Social Sciences and Humanities
Business, Management and Accounting
Strategy and Management
Authors
Josip Mikulić, Darko Prebežac,