ARCHIVES
VOL. 5, ISSUE 5 (2019)
Analyzing the dynamic nexus between perceived value, customer loyalty and customer satisfaction for airline passengers
Authors
Taye Sophia Eskender, Eskinder Ibrahim Ahmed
Abstract
This research seeks to examine the dynamic relationships amid customer satisfaction, perceived value, customer loyalty and service quality for domestic and international airline passengers using a structural equation model (SEM). The findings from the study indicate evidence of a positive significant impact between service quality and perceived performance. Similarly, perceived performance is positively associated with perceived value. In a similar situation, perceived value shows a positive significant effect on customer satisfaction. Likewise, both customer satisfaction and perceived value are positively associated with customer loyalty. Besides, there is evidence of an indirect influence between perceived performances on customer satisfaction through perceived value. In conclusion, the findings further indicate a greater influence on customer loyalty by perceived value than total customer satisfaction. With various explicit managerial implications discourse.
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Pages:137-143
How to cite this article:
Taye Sophia Eskender, Eskinder Ibrahim Ahmed "Analyzing the dynamic nexus between perceived value, customer loyalty and customer satisfaction for airline passengers". International Journal of Commerce and Management Research, Vol 5, Issue 5, 2019, Pages 137-143
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