Investigating the Influence of Relationship Quality on Passengers’ Loyalty in Airline Industry

Abstract

The aim of the present study is to understand the impact of relationship quality on passenger’s loyalty in the context of the airline services. It contributes to the body of knowledge in the area by investigating the structural relationship among the dimensions of relationship quality (satisfaction, trust, commitment, and service quality) and the dimensions of loyalty (affective, cognitive, and behavioral). The study is based on responses from 500 passengers in 2013. Structural Equation Modeling was applied to study the impact. The results show that satisfaction, trust, commitment and service quality, the determinants of relationship quality, are positively associated with passenger loyalty dimensions involving affective, cognitive, and behavioral.
Key words: Relationship quality; Loyalty; Airline industry; Passenger