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Title: Influence of Frequent Flyer Programme and Airline Service Quality on Re buy Intentions of Airline Frequent Passengers
Researcher: Pappachan,Joemon
Guide(s): Dr Moly Koshy, P
Keywords: Airline service quality
customer satisfaction and service quality
Frequent flyer program
re-buy intention
University: Cochin University of Science and Technology
Completed Date: 25-03-2015
Abstract: newlineThe growth potential of service sector, especially the aviation newlinesector in the Indian economy is splendid. Therefore, it is crucial for the newlineairline service providers to realize their customers, design offers and newlinedeliver the desired value to their customers. This study reveals the newlineeffect of airline passenger satisfactions particularly on re-buy newlineintentions derived from the attributes-level performance dimensions of newlineboth service aspects and loyalty programme of an airline.The mediation effect of satisfaction and other selected newlineantecedents on the re-buy intention of a passenger is hypothesized in newlinethis study. Critical areas affecting buying intentions such as core newlineservice quality and loyalty attribute-level performances, effect of newlinefrequent flyer programme and service quality satisfaction, passenger newlinetrust on airline, brand image and moderating effects of perceived newlinevalue, frequent programme status and travel frequency of airline newlinepassengers are linked in a structural model to assess the strength of newlineeach facet in affecting re-buy intentions. Implications to the airlines newlinewere made based on the finding that re-buy intentions cannot be newlineattributed solely to the impacts of frequent flyer programme, rather newlineaffected through the mediation effect of airline service quality newlinesatisfaction, which is very much valid for the higher FFP status newlinecategory of frequent travelers. The effects of moderation caused by newlineperceived value, FFP status and flying experience were also found to newlinebe significant in making re-buy intentions.
Pagination: P:296
Appears in Departments:School of Management Studies

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01-title .pdfAttached File122.64 kBAdobe PDFView/Open
02-certificate.pdf63.1 kBAdobe PDFView/Open
03- declaration.pdf63.04 kBAdobe PDFView/Open
04-acknowledgements .pdf57.83 kBAdobe PDFView/Open
05- contents .pdf88.17 kBAdobe PDFView/Open
06-notations used.pdf117.22 kBAdobe PDFView/Open
07-abbreviations.pdf72.94 kBAdobe PDFView/Open
08-chapter 1.pdf167.83 kBAdobe PDFView/Open
09-chapte r2.pdf338.52 kBAdobe PDFView/Open
10-chapter 3 .pdf250.5 kBAdobe PDFView/Open
11-chapter 4 .pdf278.6 kBAdobe PDFView/Open
12-chapter 5 .pdf247.63 kBAdobe PDFView/Open
13-chapter 6 .pdf222.4 kBAdobe PDFView/Open
14-bibliography .pdf93.79 kBAdobe PDFView/Open

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