Price sensitivity as a moderating factor between the effects of airline service quality and passenger satisfaction on passenger loyalty in the airline industry
This paper studies the impacts of airline service quality and customer satisfaction on customer loyalty to an airline. The factors assessed were consumers’ price sensitivity in airlines’ services that affect the relationship between the service quality offered and the yielding customer satisfaction....
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| Main Authors: | , , , |
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| Format: | Article |
| Published: |
Inderscience Publishers
2021
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| Subjects: | |
| Online Access: | http://eprints.utm.my/id/eprint/95413/ http://dx.doi.org/10.1504/IJBCRM.2021.116274 |
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