Drivers of airline loyalty: Evidence from the business travelers in China

Ilias Vlachos and Zhibin Lin

Transportation Research Part E: Logistics and Transportation Review, 2014, vol. 71, issue C, 1-17

Abstract: This paper examines the key factors that determine business traveler loyalty toward full-service airlines in China. Based on literature review and panel interview, ten airline attributes under three categories were derived: (a) operational factors: safety, punctuality, and aircraft; (b) competitive factors: frequency of flights, schedule, frequent flyer program, ticket price, and reputation; and (c) attractive factors: in flight food & drinks and in flight staff service. We surveyed 2000 Chinese business travelers on domestic flights, obtaining 462 usable questionnaires. Hierarchical regression analysis reveals that reputation, in-flight service, frequent flyer program, and aircraft have the greatest influence in driving airline loyalty.

Keywords: Airline loyalty; Airline attributes; Business travelers; Reputation; Frequent flyer program; China (search for similar items in EconPapers)
Date: 2014
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Citations: View citations in EconPapers (27)

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DOI: 10.1016/j.tre.2014.07.011

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