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The influence of airline service quality on passenger satisfaction and loyalty

16 references·16 citing·37 second hopsampled

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References

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2010Satisfaction: a behavioral perspective on the consumer6,042 cited
1992A National Customer Satisfaction Barometer: The Swedish Experience5,637 cited
1993The Antecedents and Consequences of Customer Satisfaction for Firms4,607 cited
2000Service Management and Marketing: A Customer Relationship Management Approach2,332 cited
1995Why Satisfied Customers Defect2,226 cited
2004Customer perceived value, satisfaction, and loyalty: The role of switching costs2,039 cited
2005An examination of the determinants of customer loyalty in mobile commerce contexts1,043 cited
1983A Longitudinal Assessment of Consumer Satisfaction/Dissatisfaction: The Dynamic Aspect of the Cognitive Process876 cited
1993Service Quality and Customer Loyalty in the Commercial Airline Industry497 cited
2004Customer satisfaction and retention: the experiences of individual employees494 cited
2004The effect of airline service quality on passengers’ behavioural intentions: a Korean case study423 cited

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2002

A survey analysis of service quality for domestic airlines

350 cited

2004Examining airline service quality from a process perspective297 cited

Cited by

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2020The impact of service quality and price on passengers' loyalty towards low-cost airlines: The Southeast Asia perspective137 cited
2019Airline passengers’ perceptions of service quality: themes in online reviews129 cited
2015An assessment of service quality and resulting customer satisfaction in Pakistan International Airlines124 cited
2018Understanding the Service Quality and Customer Satisfaction of Mobile Banking in Bangladesh: Using a Structural Equation Model113 cited
2017Competitiveness vis-à-vis service quality as drivers of customer loyalty mediated by perceptions of regulation and stability in steady and volatile markets104 cited
2017A new hybrid simulation-based assignment approach for evaluating airlines with multiple service quality criteria89 cited
2017Service quality and customer satisfaction in thermal tourism81 cited
2021Revealing travellers’ satisfaction during COVID-19 outbreak: Moderating role of service quality78 cited
2016Key drivers of passenger loyalty: A case of Frankfurt–Istanbul flights65 cited
2017An empirical analysis of green switching intentions in the airline industry60 cited
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