Interplay between air passengers’ service quality, satisfaction, loyalty and loyalty programmes in South African owned airlines

Article English OPEN
Mantey, Nicholas O.; Naidoo, Vannie;

Orientation: Delivering service quality is crucial for the continuous operation and sustainability of South African owned airlines. The term ‘South African owned airlines’ refers to six South African owned registered airlines, and is used for purpose of anonymity and co... View more
  • References (58)
    58 references, page 1 of 6

    Airports company of South Africa (ACSA), 2014, Annual reports, viewed 15 June, 2015, from htp:// %20Integrated%20Annual% 20Report%202014.pdf

    Ahadmotlaghi, E. & Pawar, P., 2012, 'Analysis of CRM programs practiced by passengers', airline industry of India, and its impact on customer satisfaction and loyalty', Journal of Arts, Science, and Commerce 3(2), 2-5.

    Archana, R. & Subha, M.V., 2012, 'A study on service quality and passenger satisfaction on Indian airlines', International Journal of Multidisciplinary Research 2(2), 50-63.

    Baker, D.M.C., 2013, 'Service quality and customer satisfaction in the airline industry: A comparison between legacy airlines and low-cost airlines', American Journal of Tourism Research 2(1), 67-77. htps://

    Baatglia, M. & Lavrakas, P.J., 2013, Encyclopedia of survey research methods, convenience sampling, Sage Research Methods, Teller Road, Thousand Oaks, California.

    Berndt, A. & Brink. A., 2004, Customer relationship management and customer service, Juta, Lansdowne, South Africa.

    Campbell, B. & Vigar-Ellis, D., 2012, 'The importance of choice atributes and the positions of the airlines within the South African domestic passenger airline industry as perceived by passengers at Durban International Airport', Southern African Business Review 16(2), 97-119.

    Chen, P.-T. & 'Sunny' Hu H.-H. (2013). 'The mediating role of relational benefit between service quality and customer loyalty in airline industry', Total Quality Management and Business Excellence, 24:9-10, 1084-1095. htps:// 80/14783363.2012.661130

    Chikwendu, D.U., Ejem, E. & Ezenwa, A., 2012, 'Evaluation of service quality of Nigerian airline using SERVQUAL model', Journal of Hospitability Management and Tourism 3(6), 117-126. htps://

    De Meyer, C.F. & Mostert, P.G., 2011, 'The influence of passenger satisfaction on relationship formation in the South African domestic airline industry', South African Journal of Business Management 4, 42-79.

  • Related Organizations (4)
  • Metrics
Share - Bookmark