The Impact of Service Quality on Passenger Loyalty and The Mediating Roles of Relationship Quality: A Study of Domestic Flights with Vietnamese Low-Cost Airlines

Hà Nam Khánh Giao · Bùi Nhất Vương

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Customer Service Quality and Loyalty Consumer Behavior and Marketing Influence Aviation Industry Analysis and Trends

Abstract

The aim of this research is to investigate the effect of service quality on passenger loyalty as well as the mediating roles of relationship quality (perceives value, passenger trust, and satisfaction). The survey was conducted with a total of 321 passengers who have used low-cost airline service in the domestic terminal in Tan Son Nhat airport, Ho Chi Minh City, Vietnam; then the partial least squares structural equation modeling (PLS-SEM) was estimated using the SmartPLS 3.0 program. The results indicated that service quality positively impacted passenger loyalty. Moreover, this study provided empirical evidence about the mediating roles of perceived value, passenger trust, and satisfaction. The finding also suggested that airline managers should understand the customers’ expectations and passenger loyalty regarding low-cost airlines to attract new customers as well as retain their existing customers.

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1995An Integrative Model Of Organizational Trust 1984A Service Quality Model and its Marketing Implications 2010Satisfaction: a behavioral perspective on the consumer 2003Customer repurchase intention 2017The impact of service quality, customer engagement and selected marketing constructs on airline passenger loyalty 2015An SEM–artificial-neural-network analysis of the relationships between SERVPERF, customer satisfaction and loyalty among low-cost and full-service airline 2014Key determinants of passenger loyalty in the low-cost airline business 2010Antecedents of airline passenger loyalty: Low-cost versus traditional airlines

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