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The impact of service quality, customer engagement and selected marketing constructs on airline passenger loyalty

Raditha Hapsari (Faculty of Economics and Business, Brawijaya University, Malang, Indonesia)
Michael D. Clemes (Faculty of Agribusiness and Commerce, Lincoln University, Lincoln, New Zealand)
David Dean (Faculty of Agribusiness and Commerce, Lincoln University, Lincoln, New Zealand)

International Journal of Quality and Service Sciences

ISSN: 1756-669X

Article publication date: 20 March 2017

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7609

Abstract

Purpose

This study aims to empirically analyse the determinants of airline passenger loyalty in the high-frills Indonesian airline industry. The interrelationships among passenger loyalty, customer engagement, customer satisfaction, brand image, perceived value and service quality are identified and discussed.

Design/methodology/approach

The perceptions of 250 Indonesian airline passengers were used to examine the interrelationships among the constructs. The data set was analysed using confirmatory factor analysis and structural equation modelling.

Findings

The empirical results demonstrate that customer engagement has the most influential effect on passenger loyalty, followed by customer satisfaction. Customer satisfaction has the largest total effect on customer engagement. Service quality, perceived value and customer satisfaction also indirectly affect customer loyalty through mediation.

Originality/value

The integration of the customer engagement construct with the other important marketing constructs comprehensively explains the role of customer engagement on customer loyalty. The effects of the important marketing constructs on customer loyalty are not only explained in the direct relationships but also in indirect relationships through mediation.

Keywords

Citation

Hapsari, R., Clemes, M.D. and Dean, D. (2017), "The impact of service quality, customer engagement and selected marketing constructs on airline passenger loyalty", International Journal of Quality and Service Sciences, Vol. 9 No. 1, pp. 21-40. https://doi.org/10.1108/IJQSS-07-2016-0048

Publisher

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Emerald Publishing Limited

Copyright © 2017, Emerald Publishing Limited