The impact of service quality, satisfaction, value and switching barrier on customer loyalty in Chinese airline industry

The Chinese airline industry is the most promising market both in terms of the huge opportunity. It has experienced fast grow rate and is now facing a restructured and private entry issue. Under the consideration the launching of the highway and high-railway, the industry is shifting its strategic f...

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Bibliographic Details
Main Authors: Xu-Xiaoli, Wan-Yinghong, Huan-Zhijian, Liu-Hui
Format: Conference Proceeding
Language:English
Subjects:
Costs
Customer loyalty
Customer satisfaction
frequent flyer program
Industrial economics
Instruments
Quality management
Road transportation
Switch barriers
Switches
Technological innovation
Testing
Weapons
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Summary:The Chinese airline industry is the most promising market both in terms of the huge opportunity. It has experienced fast grow rate and is now facing a restructured and private entry issue. Under the consideration the launching of the highway and high-railway, the industry is shifting its strategic focus away from price cutting for attracting new customers, towards retaining existing customers through consolidation of service quality and the promotion of customer loyalty. This paper investigates how perception of service quality and switching barriers directly and indirectly influence customer loyalty. An empirical example based on the frequent flyer program market in Chinese indicates support for role of main antecedents of customer loyalty. Managerial implications of the results are discussed
ISSN:2161-1890
DOI:10.1109/ICSSSM.2006.320699