The purpose of this study is to examine the impacts of service quality and brand image on bothsatisfaction and loyalty towards domestic airlines service in Vietnam. It also investigates the relationship between satisfaction and customer loyalty. Structural equation modeling was used to test these relationships, using a sample of 210 domestic airlines passengers in Hochiminh City –Hanoi route. The results show that service quality is positively related to both satisfaction and loyalty. In addition, brand image has a positive relationship with satisfaction and customer loyalty. The results also indicate that satisfaction has a positive influence on loyalty. Finally, the results reveal no differences neither types of airlines nor gender are found.


    Access

    Download


    Export, share and cite



    Title :

    Some factors affection customer loyalty: A study of domestic airlines service in Vietnam




    Publication date :

    2020



    Type of media :

    Article (Journal)


    Type of material :

    Electronic Resource


    Language :

    Unknown




    Airlines show of loyalty

    Online Contents | 2014



    Vietnam Airlines: Hanol hangups

    Ballantyne, T. | British Library Online Contents | 1995



    The impact of customer experience on customer loyalty: Evidence from low-cost airlines in Ho Chi Minh City

    Bùi Nhất Vương / Nguyễn Thị Kim Ngân / Lê Thị Châu Kha et al. | DOAJ | 2023

    Free access