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The Effect Of Satisfaction Of Air Transport Services Users On Loyalty Cards In Bosnia And Herzegovina

Author

Listed:
  • Samira Dedic

    (University of Tuzla)

  • Adis Puska

    (University of Bijeljina)

  • Ermin Mujic

    (Cantonal Tax Office Tuzla, Zivinice Tax Administration)

Abstract

Air transport services are being used more and more in the last 20 years or so. The reason for this should be sought in the increase in the number of offers of low-cost air services. The aim of this research is to examine how customer service satisfaction affects loyalty expressed through loyalty cards at low cost airlines. The survey was conducted in Bosnia and Herzegovina and covered 200 users of low-cost airline services. The results of the research were processed by univariate and multivariate analyses, namely: factor analysis which confirmed the grouping of claims in the research construct, descriptive analysis which determined the user ratings, correlation analysis showed significant statistical correlation between constructors, while multiple regression analysis tested the research hypothesis. The conducted multi-regression analysis showed that there is a significant statistical effect on the satisfaction of service user on loyalty cards. The research showed that low-cost airline service providers need to improve and adjust the flight schedule in order to improve the quality of services, which leads to the creation of loyal customers. The scientific contribution of this paper is better understanding of the correlations of loyalty cards and customer satisfaction. Understanding this correlation will help improve air transport in Bosnia and Herzegovina.

Suggested Citation

  • Samira Dedic & Adis Puska & Ermin Mujic, 2021. "The Effect Of Satisfaction Of Air Transport Services Users On Loyalty Cards In Bosnia And Herzegovina," Economic Thought and Practice, Department of Economics and Business, University of Dubrovnik, vol. 30(1), pages 171-187, june.
    • Handle: RePEc:avo:emipdu:v:30:y:2021:i:1:p:171-187
    DOI: 10.17818/EMIP/2021/1.8
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    More about this item

    Keywords

    Customer satisfaction; air transport; loyalty cards; factor analysis; multiple regression analysis;
    All these keywords.

    JEL classification:

    • C38 - Mathematical and Quantitative Methods - - Multiple or Simultaneous Equation Models; Multiple Variables - - - Classification Methdos; Cluster Analysis; Principal Components; Factor Analysis
    • L93 - Industrial Organization - - Industry Studies: Transportation and Utilities - - - Air Transportation
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing
    • R40 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - Transportation Economics - - - General

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