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| Author: | Dolnicar S. Grabler K. Grün B. |
| Title: | Key drivers of airline loyalty |
| Journal: | Tourism Management
2011 : OCT, VOL. 32:5 p. 1020-1026 |
| Index terms: | airlines business travel leisure travel consumer satisfaction customers loyalty |
| Freeterms: | airline choice |
| Language: | eng |
| Abstract: | This study investigates drivers of airline loyalty. It contributes to the body of knowledge in the area by studying loyalty for a number of a priori market segments identified by airline management and by using a method which accounts for the multi-step nature of the airline choice process. The research is based on responses from 687 passengers. Results indicate that, at aggregate level, frequent flyer membership, price, the status of being a national carrier and the reputation of the airline as perceived by friends are the variables which best discriminate between travellers loyal to the airline and those who are not. Differences in drivers of airline loyalty for a number of segments were identified. For example, loyalty programs play a main role for business travellers whereas airline loyalty of leisure travellers is difficult to trace back to single factors. For none of the calculated models satisfaction emerged as a key driver of airline loyalty. |
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