The effects of frequent flyer programs in the airline industry on customer loyalty
Yükleniyor...
Dosyalar
Tarih
2021
Dergi Başlığı
Dergi ISSN
Cilt Başlığı
Yayıncı
Research and Development Academy
Erişim Hakkı
info:eu-repo/semantics/openAccess
Özet
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.
Açıklama
Anahtar Kelimeler
Civil Aviation, Customer, Frequent Flyer Program, Loyalty
Kaynak
Heritage and Sustainable Development
WoS Q Değeri
Scopus Q Değeri
N/A
Cilt
3
Sayı
2
Künye
Şahin, H., Kuşakcı, 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.
