The effects of frequent flyer programs in the airline industry on customer loyalty
dc.contributor.author
Şahin, Hande
dc.contributor.author
Kuşakçı, Ali Osman
dc.contributor.author
Mbowe, Baboucarr
dc.date.accessioned
2021-09-01T13:39:03Z
dc.date.available
2021-09-01T13:39:03Z
dc.date.issued
2021
en_US
dc.identifier.citation
Şahin, H., Kuşakçı, A. O. ve Mbowe, B. (2021). The effects of frequent flyer programs in the airline industry on customer loyalty. Heritage and Sustainable Development, 3(2), 130-147.
en_US
dc.identifier.issn
2712-0554
dc.identifier.uri
https://doi.org/10.37868/hsd.v3i2.69
dc.identifier.uri
https://hdl.handle.net/20.500.12154/1585
dc.description.abstract
Customer Loyalty Programs are one of the handiest tools to raise brand awareness, and secure long-term and strong ties between a brand and existing consumers. Airline companies have been using frequent flyer programs (FFPs) to retain customers with the expectation of increasing passengers’ loyalty levels. The purpose of this study was to examine the significance of FFPs for customer loyalty, which is of great help for customer retention in the civil aviation industry in the sample of passengers flying from the new Istanbul Airport. Furthermore, we questionedthe effectiveness of various services and products offered within FFPs for loyalty, which is decomposed into two main components, behavioral, and attitudinal commitment of loyalty. We evaluatedthe significance of various demographic factors on passengers’ perception of FFPs services and privileges, and customer loyalty. The study confirmedthe vital role of FFPs to build up brand loyalty, where profession, duration of the membership to FFPs, and gender are essential factors.
en_US
dc.language.iso
eng
en_US
dc.publisher
Research and Development Academy
en_US
dc.relation.ispartof
Heritage and Sustainable Development
en_US
dc.rights
info:eu-repo/semantics/openAccess
en_US
dc.subject
Civil Aviation
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dc.subject
Customer
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dc.subject
Frequent Flyer Program
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dc.subject
Loyalty
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dc.title
The effects of frequent flyer programs in the airline industry on customer loyalty
en_US
dc.type
article
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dc.department
İHÜ, Yönetim Bilimleri Fakültesi, İşletme Bölümü
en_US
dc.authorid
0000-0003-1411-0369
en_US
dc.identifier.volume
3
en_US
dc.identifier.issue
2
en_US
dc.identifier.startpage
130
en_US
dc.identifier.endpage
147
en_US
dc.ihuauthorid
0000-0003-1411-0369
en_US
dc.relation.ihupublicationcategory
233
en_US
dc.relation.publicationcategory
Makale - Uluslararası Hakemli Dergi - Kurum Öğretim Elemanı