Navigating loyalty and trust in the skies: The mediating role of customer satisfaction and image for sustainable airlines

Navigating loyalty and trust in the skies: The mediating role of customer satisfaction and image for sustainable airlines

This study aims to pinpoint the key factors influencing customer loyalty and trust within the airline industry. The study investigates the impact of service quality (assessed through the SERVQUAL model), pricing fairness, and perceived value on passengers' loyalty and trust in airlines. Additio...

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Bibliographic Details
Main Authors: Irfan Hameed, Rajat Subhra Chatterjee, Bibi Zainab, Ang Xian Tzhe, Lim Shea Yee, Kamran Khan
Format: Article
Language:English
Published: Elsevier 2024-12-01
Series:Sustainable Futures
Subjects:
SERVQUAL model
Service quality
Perceived value
Pricing fairness
Customer loyalty
Trust
Online Access:http://www.sciencedirect.com/science/article/pii/S2666188824001485
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http://www.sciencedirect.com/science/article/pii/S2666188824001485

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