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Drivers of airline loyalty: Evidence from the business travelers in China

Vlachos, I.; Lin, Z.

Drivers of airline loyalty: Evidence from the business travelers in China Thumbnail


Authors

I. Vlachos



Abstract

This paper examines the key factors that determine business traveler loyalty toward full-service airlines in China. Based on literature review and panel interview, ten airline attributes under three categories were derived: (a) operational factors: safety, punctuality, and aircraft; (b) competitive factors: frequency of flights, schedule, frequent flyer program, ticket price, and reputation; and (c) attractive factors: in flight food & drinks and in flight staff service. We surveyed 2000 Chinese business travelers on domestic flights, obtaining 462 usable questionnaires. Hierarchical regression analysis reveals that reputation, in-flight service, frequent flyer program, and aircraft have the greatest influence in driving airline loyalty.

Citation

Vlachos, I., & Lin, Z. (2014). Drivers of airline loyalty: Evidence from the business travelers in China. Transportation Research Part E: Logistics and Transportation Review, 71, 1-17. https://doi.org/10.1016/j.tre.2014.07.011

Journal Article Type Article
Acceptance Date Jul 27, 2014
Online Publication Date Sep 17, 2014
Publication Date Nov 1, 2014
Deposit Date Nov 10, 2017
Publicly Available Date Nov 13, 2017
Journal Transportation Research Part E: Logistics and Transportation Review
Print ISSN 1366-5545
Publisher Elsevier
Peer Reviewed Peer Reviewed
Volume 71
Pages 1-17
DOI https://doi.org/10.1016/j.tre.2014.07.011
Public URL https://durham-repository.worktribe.com/output/1371406

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