The effects of frequent flyer programs in the airline industry on customer loyalty
| Autor: | Baboucarr Mbowe, Hande Şahin, Ali Osman Kusakci |
|---|---|
| Přispěvatelé: | Kuşakcı, Ali Osman, Mbowe, Baboucarr |
| Jazyk: | angličtina |
| Rok vydání: | 2021 |
| Předmět: |
Customer retention
Structural engineering (General) Brand awareness media_common.quotation_subject TA630-695 Civil aviation Sample (statistics) Customer NA1-9428 Civil Aviation Brand loyalty Loyalty business model Frequent Flyer Program Loyalty Architecture Business Duration (project management) Marketing media_common |
| Zdroj: | Heritage and Sustainable Development, Vol 3, Iss 2 (2021) |
| Popis: | 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. |
| Databáze: | OpenAIRE |
| Externí odkaz: |
|