Customer satisfaction and loyalty : A study of interrelationships and effects in the Nigerian Domestic Airline Industry
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Date
2017
Authors
Rahim, A.G.
Journal Title
Journal ISSN
Volume Title
Publisher
Oradea Journal of Business and Economics
Abstract
The debate concerning the interrelationships and effects between customer satisfaction and loyalty has been tossed back and forth, without a consensus opinion. This study examines the linkages between customer satisfaction and loyalty in Nigerian domestic airline industry. The study adopted correlation research design to elicit information via questionnaire from 600 domestic air passengers drawn through convenience sampling technique. The data obtained from the respondents were analysed with Pearson correlation
analysis, linear regression, and One-way analysis of variance. Based on 383 completed data, the results provide support for the association and influence of customer satisfaction on customer loyalty. The study also found out that frequent air travellers displayed more loyalty tendency towards airline carriers compared to non-frequent air passengers. On the
basis of aforementioned findings, the study concludes that customer satisfaction is extremely important in building and enhancing customer loyalty. Therefore, airline carriers should implement strategies that will guarantee long-term relationship with air travellers by offering service quality that will meet and exceeds their expectations and by extension customer satisfaction.
Description
Scholarly article
Keywords
Customer satisfaction , Loyalty , Service failure , Airline industry. , Research Subject Categories::SOCIAL SCIENCES
Citation
Rahim, A.G. (2017). Customer satisfaction and loyalty : A study of interrelationships and effects in the Nigerian Domestic Airline Industry, 11(1), 7-20