An Investigation into the Impact of Service Quality, Frequent Flier Programs and Safety Perception on Satisfaction and Customer Loyalty in the Airline Industry in Southern Africa

Article English OPEN
Sandada Maxwell; Matibiri Bright; (2016)
  • Publisher: Sciendo
  • Journal: South East European Journal of Economics and Business (issn: 2233-1999)
  • Related identifiers: doi: 10.1515/jeb-2016-0006
  • Subject: Customer loyalty | satisfaction | service quality | safety | frequent flier programmes | aviation | Business | HF5001-6182

This study aims to identify the factors that make passengers loyal to an airline in Southern Africa by investigating the impact of service quality and safety perception on customer satisfaction and how satisfaction and frequent flyer programs (FFP) subsequently influenc... View more
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