Abstract Based on a case study involving passengers from Lufthansa, Croatia Airlines and Germanwings, we examine the determinants of passenger loyalty among users of traditional full-service airlines and of low-cost carriers. In particular, using formative modeling the study analyzes the effects of service quality and price on carrier choice and loyalty.

    Highlights ► The paper offers a case study of customer loyalty for two traditional European airlines and a low-cost carrier. ► It makes use of a survey of passengers, supported by a Delphi analysis of experts to develop a formative model of loyalty. ► The studies find that pricing strategies and service quality dominate thinking regarding continued use of a carrier.


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    Title :

    What drives passenger loyalty to traditional and low-cost airlines? A formative partial least squares approach


    Contributors:

    Published in:

    Publication date :

    2010-01-01


    Size :

    4 pages




    Type of media :

    Article (Journal)


    Type of material :

    Electronic Resource


    Language :

    English