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Factors Affecting Customer Retention in the Airline Industry

Author

Listed:
  • Climis Raghda

    (BMU Lebanese French University, Department of Business Administration 100m Qazi Muhammad, Erbil, Iraq)

Abstract

Purpose: This study empirically investigated the factors that affect customer retention in the airline industry in North Cyprus. These factors were service quality attributes, perceived safety, customer satisfaction, loyalty reward program, relationship commitment and customer loyalty. The study also investigated four different groups for purposes of travel (business, education, vacation and family visit) in the empirical model.

Suggested Citation

  • Climis Raghda, 2016. "Factors Affecting Customer Retention in the Airline Industry," Journal of Management and Business Administration. Central Europe, Sciendo, vol. 24(4), pages 49-69, December.
    • Handle: RePEc:vrs:jmbace:v:24:y:2016:i:4:p:49-69:n:4
    DOI: 10.7206/jmba.ce.2450-7814.182
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    References listed on IDEAS

    as
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    Full references (including those not matched with items on IDEAS)

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    More about this item

    Keywords

    retention; satisfaction; airline; North Cyprus;
    All these keywords.

    JEL classification:

    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

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