I. Vlachos
Drivers of airline loyalty: Evidence from the business travelers in China
Vlachos, I.; Lin, Z.
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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http://creativecommons.org/licenses/by-nc-nd/4.0/
Copyright Statement
© 2014 This manuscript version is made available under the CC-BY-NC-ND 4.0 license http://creativecommons.org/licenses/by-nc-nd/4.0/
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