Purpose: In this study, group differences between full-service carriers (FSC) and low-cost carriers (LCC) in loyalty constructs are investigated, revealing the relationship between service quality and loyalty. This work focuses on five dimensions, including tangibility, empathy, assurance,...

Frequent flier programs create a switching cost for the consumer and allow firms to exercise market power. In Chile there is a dominant airline in domestic markets that has a frequent flyer program with a large number of affiliates and it faces some competition from two small carriers that do...

Service quality is a multi-dimensional construct which is not accurately measured by aspects deriving from numerical ratings and their associated weights. Extant literature in the expert and intelligent systems examines this issue by relying mainly on such constrained information sets. In this...

The long-term survival and competiveness of the airline business is strongly connected to the quality of service offered by airline operators and their ability to satisfy and build long-term relationships with customers. This study investigates the relationship among service quality, customer...

We examine the relationship between the total size of an airline and its service quality by analysing over 4.8 million domestic flights within the USA in 2016. The total size of an airline is measured by its total market share, total amount of assets or total number of full-time equivalent...

Even though there are several companies that provide high-end airline flight services, two service providers, namely Kingfisher Airlines and Jet Airways, control the student segment in Karnataka. In order to attract customers, both companies offer several special promotional schemes, month to...

The aim of this paper is to study loyalty programs in the airline industry. In particular, FFP's are analysed. FFP's have the objective to reward customers that travel with the airline for more than 10-12 times every year. They collect miles that can use to obtain allowances and other...