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Low cost airlines - a new customer relationship? an analysis of service quality, service satisfaction and customer loyalty in a low cost setting

Curry, Neil and Gao, Yuhui (2012) Low cost airlines - a new customer relationship? an analysis of service quality, service satisfaction and customer loyalty in a low cost setting. Services Marketing Quarterly, 33 (2). pp. 104-118. ISSN 1533-2969

Abstract
Many organizations are now paying close attention in evaluating and implementing marketing strategies with the specific aim of improving customer retention. While extensive literature has focused on the link between service quality, satisfaction, and loyalty, little research has been conducted on examining these three constructs in the context of low cost airlines. Using questionnaire data collected at two European airports, the results suggest that though both the service quality and customer satisfaction have positive influence on repurchase intentions, customer satisfaction is a much stronger driver in influencing repurchase loyalty than service quality, which implies that these constructs interact in a different manner in a low cost setting.
Metadata
Item Type:Article (Published)
Refereed:Yes
Uncontrolled Keywords:Low cost airlines; Customer satisfaction; Loyalty; Service quality
Subjects:Business > Marketing
DCU Faculties and Centres:DCU Faculties and Schools > DCU Business School
Publisher:Haworth Press
Official URL:http://dx.doi.org/10.1080/15332969.2012.662457
Copyright Information:© 2012 Haworth Press
Use License:This item is licensed under a Creative Commons Attribution-NonCommercial-Share Alike 3.0 License. View License
ID Code:20558
Deposited On:22 Apr 2015 10:40 by Yuhui Gao . Last Modified 19 Jul 2018 15:05
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