Vlachos, I and Lin, Z (2014) Drivers of airline loyalty: Evidence from the business travelers in China. Transportation Research Part E: Logistics and Transportation Review, 71. 1 - 17. ISSN 1366-5545
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.
Metadata
Item Type: | Article |
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Authors/Creators: |
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Copyright, Publisher and Additional Information: | (c) 2014 Elsevier Ltd. All rights reserved. This is an author produced version of a paper published in Transportation Research Part E: Logistics and Transportation Review. Uploaded in accordance with the publisher's self-archiving policy. |
Keywords: | Airline loyalty; Airline attributes; Business travelers; Reputation; Frequent flyer program; China |
Dates: |
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Institution: | The University of Leeds |
Academic Units: | The University of Leeds > Faculty of Business (Leeds) > Management Division (LUBS) (Leeds) |
Depositing User: | Symplectic Publications |
Date Deposited: | 27 Jul 2015 10:39 |
Last Modified: | 23 Mar 2016 15:57 |
Published Version: | http://dx.doi.org/10.1016/j.tre.2014.07.011 |
Status: | Published |
Publisher: | Elsevier |
Identification Number: | 10.1016/j.tre.2014.07.011 |
Open Archives Initiative ID (OAI ID): | oai:eprints.whiterose.ac.uk:85802 |