Title: Price sensitivity as a moderating factor between the effects of airline service quality and passenger satisfaction on passenger loyalty in the airline industry

Authors: Harith Yas Khudhair; Ahmad Jusoh; Khalil Md Nor; Abbas Mardani

Addresses: Azman Hashim International Business School, Universiti Teknologi Malaysia, 81310 Johor Bahru, Johor, Malaysia ' Azman Hashim International Business School, Universiti Teknologi Malaysia, 81310 Johor Bahru, Johor, Malaysia ' Azman Hashim International Business School, Universiti Teknologi Malaysia, 81310 Johor Bahru, Johor, Malaysia ' Informetrics Research Group, Ton Duc Thang University, Ho Chi Minh City, Vietnam; Faculty of Business Administration, Ton Duc Thang University, Ho Chi Minh City, Vietnam

Abstract: This paper studies the impacts of airline service quality and customer satisfaction on customer loyalty to an airline. The factors assessed were consumers' price sensitivity in airlines' services that affect the relationship between the service quality offered and the yielding customer satisfaction. The study objectives were based on a wide range of literature existent in online databases. Secondary contents obtained from scholarly works assessed the research subject supporting the scoping review and its intention to provide a detailed assessment of the results. The yielding literature review proves the relationship between service quality and customer satisfaction and its effect on the attainment of customer loyalty. Factors studied in airline services are quality of airline services during pre-flight, in-flight, and post-flight. Customer's decisions are determined by the quality of the services to the prices imposed.

Keywords: service quality; customer satisfaction; customer loyalty; price sensitivity airline.

DOI: 10.1504/IJBCRM.2021.116274

International Journal of Business Continuity and Risk Management, 2021 Vol.11 No.2/3, pp.114 - 125

Received: 04 May 2019
Accepted: 21 Dec 2019

Published online: 06 Jul 2021 *

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