Abstract This study investigates the determinants of satisfaction and behavioral intention loyalty in the U.S. airline industry, adopting various predictors including personality traits, service quality, trust, and conative (commitment) loyalty. Based on a dataset of 624 respondents from an online survey, this study provides empirical evidence, using Ordinary Least Squares (OLS) regression, on the effects the Big Five personality traits, organizational trust, and commitment loyalty have on satisfaction and behavioral intention loyalty. The major findings show that service quality, trust, openness, and agreeableness positively affect satisfaction; meanwhile, satisfaction is negatively affected by extraversion. Service quality, trust, commitment loyalty, and satisfaction have positive effects on conative (behavioral intention) loyalty.
Highlights Influence of commitment, trust, and personality traits were examined on satisfaction and behavioral intention loyalty. Three personality traits were found to influence satisfaction, none were found to influence behavioral intention loyalty. Commitment loyalty on behavioral intention was examined, it was found to be influential on behavioral intention loyalty. Satisfaction and commitment loyalty were the most influential factors on behavioral intention loyalty.
Airline satisfaction and loyalty: Assessing the influence of personality, trust and service quality
2023-09-17
Aufsatz (Zeitschrift)
Elektronische Ressource
Englisch
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