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The impact of service quality on passenger loyalty and the mediating roles of perceive value, airline image, passenger trust, and satisfaction: A Study of domestic flights with Vietnamese Low-Cost Airlines

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  • Giao, Ha Nam Khanh
  • Vuong, Bui Nhat

Abstract

The aim of this research is to investigate the effect of service quality on passenger loyalty as well as the mediating roles of relationship quality (perceives value, passenger trust, and satisfaction). The survey was conducted with a total of 321 passengers who have used low-cost airline service in the domestic terminal in Tan Son Nhat airport, Ho Chi Minh City, Vietnam; then the partial least squares structural equation modeling (PLS-SEM) was estimated using the SmartPLS 3.0 program. The results indicated that service quality positively impacted passenger loyalty. Moreover, this study provided empirical evidence about the mediating roles of perceived value, airline image, passenger trust, and satisfaction. The finding also suggested that airline managers should understand the customers’ expectations and passenger loyalty regarding low-cost airlines to attract new customers as well as retain their existing customers.

Suggested Citation

  • Giao, Ha Nam Khanh & Vuong, Bui Nhat, 2021. "The impact of service quality on passenger loyalty and the mediating roles of perceive value, airline image, passenger trust, and satisfaction: A Study of domestic flights with Vietnamese Low-Cost Air," OSF Preprints 9rbp8, Center for Open Science.
    • Handle: RePEc:osf:osfxxx:9rbp8
    DOI: 10.31219/osf.io/9rbp8
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    References listed on IDEAS

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    1. Forgas, Santiago & Moliner, Miguel A. & Sánchez, Javier & Palau, Ramon, 2010. "Antecedents of airline passenger loyalty: Low-cost versus traditional airlines," Journal of Air Transport Management, Elsevier, vol. 16(4), pages 229-233.
    2. Vuong, Bui Nhat, 2020. "An Empirical Analysis of Mobile Banking Adoption in Vietnam," OSF Preprints 94zxp, Center for Open Science.
    3. Ben Akpoyomare Oghojafor & Kunle Adeosun Ladipo Patrick & Ganiyu Rahim Ajao, 2016. "Airline Service Quality Dimensions and Customer Loyalty: Empirical Evidence from Air Passengers’ in Lagos State," Czech Journal of Tourism, Sciendo, vol. 5(2), pages 155-171, December.
    4. Yang, Keng-Chieh & Hsieh, Tsui-Chuan & Li, Hendrik & Yang, Chyan, 2012. "Assessing how service quality, airline image and customer value affect the intentions of passengers regarding low cost carriers," Journal of Air Transport Management, Elsevier, vol. 20(C), pages 52-53.
    5. Akamavi, Raphaël K. & Mohamed, Elsayed & Pellmann, Katharina & Xu, Yue, 2015. "Key determinants of passenger loyalty in the low-cost airline business," Tourism Management, Elsevier, vol. 46(C), pages 528-545.
    6. Walsh, Gianfranco & Hennig-Thurau, Thorsten & Sassenberg, Kai & Bornemann, Daniel, 2010. "Does relationship quality matter in e-services? A comparison of online and offline retailing," Journal of Retailing and Consumer Services, Elsevier, vol. 17(2), pages 130-142.
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