The effect of customer relationship management practices on airline customer loyalty

Artikel

Customer satisfaction and loyalty are important concerns for travel providers and have a significant role in maximizing their sales. Therefore, adopting the activities of customer relationship management could help them building strong relationships with customers. This study explores the opinions of EgyptAir passengers on customer relationship management activities adopted by the company and how this affects their satisfaction and loyalty. A questionnaire was used for data collection and structural equation modelling was employed for rigorous findings. Findings revealed a positive significant effect of shared values, bonding, commitment, trust, tangibility, and handling customer conflicts on passenger satisfaction and loyalty.

Object Details

• Language: Englisch

References and Relationships

• Bibliographic citation: Journal: Journal of Tourism, Heritage & Services Marketing ; ISSN: 2529-1947 ; Volume: 5 ; Year: 2019 ; Issue: 2 ; Pages: 11-19 ; Thessaloniki: International Hellenic University

Classification and Topics

• Classification: Wirtschaft ; Transactional Relationships; Contracts and Reputation; Networks ; Air Transportation ; Economic History: Labor and Consumers, Demography, Education, Health, Welfare, Income, Wealth, Religion, and Philanthropy: Africa; Oceania
• Subject: customer relationship management ; Airlines ; Satisfaction ; loyalty

Contributors, Places and Time

• Event: Geistige Schöpfung
• (who): Salah, Marwa ; Abou-Shouk, Mohamed A.
• Event: Veröffentlichung
• (who): International Hellenic University
• (where): Thessaloniki
• (when): 2019

Further information

• DOI: doi:10.5281/zenodo.3601669
• Handle: http://hdl.handle.net/10419/215629
• Last update: 10.03.2025, 11:45 AM CET