Factors Affecting Customer Retention in the Airline Industry

Climis Raghda ()
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Climis Raghda: BMU Lebanese French University, Department of Business Administration 100m Qazi Muhammad, Erbil, Iraq

Journal of Management and Business Administration. Central Europe, 2016, vol. 24, issue 4, 49-69

Abstract: Purpose: This study empirically investigated the factors that affect customer retention in the airline industry in North Cyprus. These factors were service quality attributes, perceived safety, customer satisfaction, loyalty reward program, relationship commitment and customer loyalty. The study also investigated four different groups for purposes of travel (business, education, vacation and family visit) in the empirical model.

Keywords: retention; satisfaction; airline; North Cyprus (search for similar items in EconPapers)
JEL-codes: M31 (search for similar items in EconPapers)
Date: 2016
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Persistent link: https://EconPapers.repec.org/RePEc:vrs:jmbace:v:24:y:2016:i:4:p:49-69:n:4

DOI: 10.7206/jmba.ce.2450-7814.182

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