What drives passenger loyalty to traditional and low-cost airlines ? A formative partial least squares approach

What drives passenger loyalty to traditional and low-cost airlines ? A formative partial least squares approach

Journal: Air Transport Management

Author: Josip Mikuli
c, Darko Prebezac

Published: 2011

Abstract

Based on a case study involving passengers from Lufthansa, Croatia Airlines and Germanwings, we examine the determinants of passenger loyalty among users of traditional full-service airlines and of low-cost carriers. In particular, using formative modeling the study analyzes the effects of service quality and price on carrier choice and loyalty.

Keywords: Customer loyalty, Low-cost airlines, Formative modeling

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