On multi-server queues with consultation by main server

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.