دانلود رایگان مقاله محرکان اصلی در وفاداری مسافرین بررسی پرواز فرانکفورت استانبول

abstract

This study aims to analyze the effects of factors such as image, satisfaction, price, and service quality on passenger loyalty toward full-service network carriers and low-cost carriers. A structural equation modeling approach was applied to identify the factors that significantly affect passenger loyalty. Using LISREL, data were collected from 237 passengers in face-to-face interviews in the baggage claim area of international arrivals at Ataturk International Airport in Turkey who traveled from Frankfurt to Istanbul and were used to test the proposed model. One hundred seventy-five out of these 237 questionnaires were considered as valid. The results indicate that 71% of the passenger loyalty is explained by image and image is explained by satisfaction. In addition, service quality and price are found to have positive effects on satisfaction. Compared with price, service quality is found to be a stronger determinant of satisfaction. This study concludes with the recommendations for managers and possible future research.

6. Discussion

The explanation rate of passenger loyalty, which is 0.71, is relatively high in this study compared with the other studies in the literature (Akamavi et al., 2015; Mikuli
c and Prebezac, 2011). First, the results contribute to the literature of passenger loyalty in the airline industry by showing that image is a significant factor in affecting the passenger loyalty. A better image leads the customers to be more loyal to airline and increases the repurchase tendency. Consistent with our findings, Akamavi et al. (2015) have found that image has a positive direct effect on passenger loyalty. Second, result of this study reveals that the image is explained by satisfaction. Therefore, satisfied passengers may make good reviews about the airline company and recommend it to the others. Accordingly, the airline company will have a good image of itself in the market and its reputation will increase.