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The Impact of Service Quality on Passenger Loyalty through The Mediating Roles of Relationship Quality: Evidence from Domestic Flights of Vietnamese Low-Cost Airlines

Author

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  • Giao, Ha Nam Khanh
  • Vuong, Bui Nhat

    (Vietnam Aviation Academy)

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, 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 through The Mediating Roles of Relationship Quality: Evidence from Domestic Flights of Vietnamese Low-Cost Airlines," OSF Preprints 9rbp8_v1, Center for Open Science.
    • Handle: RePEc:osf:osfxxx:9rbp8_v1
    DOI: 10.31219/osf.io/9rbp8_v1
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    References listed on IDEAS

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    1. 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.
    2. 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.
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