An empirical study on airline Passenger loyalty management

Abstract

The service industry plays an important role in the world economy newlineIndia is competing with other nations for an increasing share of the emerging newlineworld market Therefore improving the quality of Indian goods and services newlinehas become a concern for all the business organizations especially service newlineorganizations consider service quality and service satisfaction as the cause for newlinethe service loyalty There has been extensive scan made on the topics of newlineservice quality service satisfaction and service loyalty in various marketing newlineand consumer research journals and proceedings published over the past two newlinedecades demonstrates the increasing popularity of loyalty research among newlineservice and consumer researchers Since 1980 there has been phenomenal rise newlinein the interest on relationship marketing literature Research works meant for newlineseparating the Service Quality perception satisfaction and customer retention newlineprocess have occupied the centre stage of this growing literature in the newlinewestern world But there is only limited evidence in the literature to suggest newlinethat such studies are undertaken in the Indian context especially in the newlineperspective of airline loyalty management newline newline