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Transportation in Developing Economies
Published in: Transportation in Developing Economies 2/2023

01-10-2023 | Original Article

The Effect of Airline Passengers' Satisfaction on Loyalty: Do Region and Airline Carrier Matter? A Meta-analysis Study

Authors: Ramazan Erturgut, Hasan Emin Gürler

Published in: Transportation in Developing Economies | Issue 2/2023

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Abstract

Until now, the relationship between satisfaction and loyalty has been extensively examined among various customers residing in different regions of the world. Customers who are content with a company's products or services are more likely to buy more from the same company and less likely to switch to competitors' offerings. Therefore, it is essential to examine the satisfaction-loyalty relationship in the context of passenger profiles and generalize the results of these researches or make a holistic inference about the results. This research aimed to provide scientific answers regarding the effects of passenger satisfaction on their loyalty through meta-analysis. In addition, this study has also examined whether the satisfaction-loyalty relationship differs by region and the type of airline carriers (low-cost, traditional). A total of 53 empirical studies conducted from 1970 to 2021 were analyzed. The comprehensive meta-analysis (CMA) software is utilized to aid in the analysis. As a result, the mean ES value for empirical studies was 0.735. This value indicates that satisfaction has a highly positive effect on loyalty. Furthermore, according to the subgroup analysis results, satisfaction's effect on loyalty is statistically significant in region and for airline company types. This research has confirmed that the relationship between customer satisfaction and loyalty is true for all types of airline carriers and region.
next article Transportation–Translocality Nexus in Sub-Saharan Africa and the Implications for Sustainable Livelihoods and Development: A Systematic Review

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Metadata
Title
The Effect of Airline Passengers' Satisfaction on Loyalty: Do Region and Airline Carrier Matter? A Meta-analysis Study
Authors
Ramazan Erturgut
Hasan Emin Gürler
Publication date
01-10-2023
Publisher
Springer International Publishing
Published in
Transportation in Developing Economies / Issue 2/2023
Print ISSN: 2199-9287
Electronic ISSN: 2199-9295
DOI
https://doi.org/10.1007/s40890-023-00181-y

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