Drivers of Airline loyalty: Evidence from the Business Travelers in China

Vlachos, Ilias and Lin, Zhibin (2014) Drivers of Airline loyalty: Evidence from the Business Travelers in China. Transportation Research Part E: Logistics and Transportation Review, 71. pp. 1-17. ISSN 1366-5545

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Official URL: http://dx.doi.org/10.1016/j.tre.2014.07.011

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.

Item Type: Article
Uncontrolled Keywords: airline loyalty, airline attributes, business travelers, reputation, frequent flyer program, China
Subjects: N100 Business studies
N200 Management studies
N500 Marketing
N900 Others in Business and Administrative studies
Department: Faculties > Business and Law > Newcastle Business School > Business and Management
Depositing User: Nicola King
Date Deposited: 22 Sep 2014 14:15
Last Modified: 10 Aug 2015 10:54
URI: http://nrl.northumbria.ac.uk/id/eprint/17284

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