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Customer Satisfaction And Loyalty: A Study Of Interrelationships And Effects In Nigerian Domestic Airline Industry

Author

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  • Rahim A. Ganiyu

    (Department of Business Administration, University of Lagos, Lagos, Nigeria)

Abstract

The debate concerning the interrelationships and effects between customer satisfaction and loyalty has been tossed back and forth, without a consensus opinion. This study examines the linkages between customer satisfaction and loyalty in Nigerian domestic airline industry. The study adopted correlation research design to elicit information via questionnaire from 600 domestic air passengers drawn through convenience sampling technique. The data obtained from the respondents were analysed with Pearson correlation analysis, linear regression, and One-way analysis of variance. Based on 383 completed data, the results provide support for the association and influence of customer satisfaction on customer loyalty. The study also found out that frequent air travelers displayed more loyalty tendency towards airline carriers compared to non-frequent air passengers. On the basis of aforementioned findings, the study concludes that customer satisfaction is extremely important in building and enhancing customer loyalty. Therefore, airline carriers should implement strategies that will guarantee long-term relationship with air travellers by offering service quality that will meet and exceeds their expectations and by extension customer satisfaction.

Suggested Citation

  • Rahim A. Ganiyu, 2017. "Customer Satisfaction And Loyalty: A Study Of Interrelationships And Effects In Nigerian Domestic Airline Industry," Oradea Journal of Business and Economics, University of Oradea, Faculty of Economics, vol. 2(1), pages 7-20, March.
    • Handle: RePEc:ora:jrojbe:v:2:y:2017:i:1:p:7-20
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    File URL: http://ojbe.steconomiceuoradea.ro/wp-content/uploads/2017/03/OJBE_vol-21_01_Ganiyu.pdf
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    References listed on IDEAS

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    1. Ganiyu Rahim A., 2016. "Perceptions of Service Quality: An Empirical Assessment of Modified SERVQUAL Model among Domestic Airline Carriers in Nigeria," Acta Universitatis Sapientiae, Economics and Business, Sciendo, vol. 4(1), pages 5-31, December.
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    Cited by:

    1. Kattreeya Chanpariyavatevong & Warit Wipulanusat & Thanapong Champahom & Sajjakaj Jomnonkwao & Dissakoon Chonsalasin & Vatanavongs Ratanavaraha, 2021. "Predicting Airline Customer Loyalty by Integrating Structural Equation Modeling and Bayesian Networks," Sustainability, MDPI, vol. 13(13), pages 1-21, June.
    2. Tahanisaz, Sahar & shokuhyar, Sajjad, 2020. "Evaluation of passenger satisfaction with service quality: A consecutive method applied to the airline industry," Journal of Air Transport Management, Elsevier, vol. 83(C).
    3. Dehnavi, Morteza Narimani & Yazdian, Seyed Ahmad & Sadjadi, Seyed Jafar, 2023. "Evaluating effective criteria on customer satisfaction using the best-worst method and optimizing resource allocation, case study Iran aseman airlines," Journal of Air Transport Management, Elsevier, vol. 109(C).
    4. Rand Al-Dmour & Ola H. Alkhatib & Hani Al-Dmour & Eatedal Basheer Amin, 2023. "The Influence of Social Marketing Drives on Brand Loyalty via the Customer Satisfaction as a Mediating Factor in Travel and Tourism Offices," SAGE Open, , vol. 13(2), pages 21582440231, June.
    5. Ayodeji, Yusuf & Rjoub, Husam & Özgit, Hale, 2023. "Achieving sustainable customer loyalty in airports: The role of waiting time satisfaction and self-service technologies," Technology in Society, Elsevier, vol. 72(C).

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      More about this item

      Keywords

      customer satisfaction; loyalty; loyalty programme; service failure; domestic air travel; airline industry;
      All these keywords.

      JEL classification:

      • M30 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - General
      • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

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