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An investigation of service quality, customer satisfaction and loyalty in China's airline market

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References

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2004Examining airline service quality from a process perspective297 cited

2008Airline brand equity, brand preference, and purchase intentions—The moderating effects of switching costs263 cited

Cited by

2018THE EFFECT OF SOCIAL MEDIA MARKETING ACTIVITIES ON BRAND AWARENESS, BRAND IMAGE AND BRAND LOYALTY562 cited
2021Effects of service quality and customer satisfaction on loyalty of bank customers238 cited
2020Service Quality, Perceived Value and Customer Satisfaction on Behavioral Intention in Restaurants: An Integrated Structural Model209 cited
2018Measuring service quality from unstructured data: A topic modeling application on airline passengers’ online reviews196 cited
2017A multiple criteria approach for airline passenger satisfaction measurement and service quality improvement178 cited
2020The impact of airline service quality on passengers’ behavioral intentions using passenger satisfaction as a mediator139 cited
2020The impact of service quality and price on passengers' loyalty towards low-cost airlines: The Southeast Asia perspective137 cited
2020Evaluation of passenger satisfaction with service quality: A consecutive method applied to the airline industry136 cited
2019Airline passengers’ perceptions of service quality: themes in online reviews129 cited
2018Effect of employee empathy on customer satisfaction and loyalty during employee–customer interactions: The mediating role of customer affective commitment and perceived service quality126 cited
2019Impact of core-product and service-encounter quality, attitude, image, trust and love on repurchase104 cited
2022Airline service quality, customer satisfaction, and repurchase Intention: Laotian air passengers’ perspective92 cited
2017Chinese airline efficiency under CO2 emissions and flight delays: A stochastic network DEA model92 cited
2019Relational bonding strategies, customer satisfaction, and loyalty in the container shipping market81 cited
2020Impact of Environmental CSR, Service Quality, Emotional Attachment, and Price Perception on Word-of-Mouth for Full-Service Airlines74 cited
2020Air Transport Service Quality Factors: a Systematic Literature Review70 cited