THE EFFECT OF SATISFACTION OF AIR TRANSPORT SERVICES USERS ON LOYALTY CARDS IN BOSNIA AND HERZEGOVINA

Samira Dedic (), Adis Puska () and Ermin Mujic ()
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Samira Dedic: University of Tuzla
Adis Puska: University of Bijeljina
Ermin Mujic: Cantonal Tax Office Tuzla, Zivinice Tax Administration

Economic Thought and Practice, 2021, vol. 30, issue 1, 171-187

Abstract: Air transport services are being used more and more in the last 20 years or so. The reason for this should be sought in the increase in the number of offers of low-cost air services. The aim of this research is to examine how customer service satisfaction affects loyalty expressed through loyalty cards at low cost airlines. The survey was conducted in Bosnia and Herzegovina and covered 200 users of low-cost airline services. The results of the research were processed by univariate and multivariate analyses, namely: factor analysis which confirmed the grouping of claims in the research construct, descriptive analysis which determined the user ratings, correlation analysis showed significant statistical correlation between constructors, while multiple regression analysis tested the research hypothesis. The conducted multi-regression analysis showed that there is a significant statistical effect on the satisfaction of service user on loyalty cards. The research showed that low-cost airline service providers need to improve and adjust the flight schedule in order to improve the quality of services, which leads to the creation of loyal customers. The scientific contribution of this paper is better understanding of the correlations of loyalty cards and customer satisfaction. Understanding this correlation will help improve air transport in Bosnia and Herzegovina.

Keywords: Customer satisfaction; air transport; loyalty cards; factor analysis; multiple regression analysis (search for similar items in EconPapers)
JEL-codes: C38 L93 M31 R40 (search for similar items in EconPapers)
Date: 2021
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DOI: 10.17818/EMIP/2021/1.8

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