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Airline Passenger Travel Cycle, Satisfaction and Loyalty:A Comparison of EgyptAir and Emirates Airlines


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1 Fayoum University, Egypt
     

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Passenger satisfaction is a major concern to airlines. It is an important competitive advantage that airlines need. In addition, customer loyalty is significantly associated with satisfaction. This study, using structural equation modelling to analyze passenger perceptions of EgyptAir and Emirates airline, aims to measure the influence of passenger travel cycle service quality on passenger's satisfaction and its impact on loyalty. In addition, it investigates the opinions of passengers on provided services of both airlines including their tangible, intangible services, information availability and airlines' commitment to declared times. The findings revealed the significant effect of travel cycle services on passengers' satisfaction while it highlights the services that passengers are not satisfied with. Contributions of the study to knowledge and practice are also discussed.

Keywords

Passenger Travel Cycle, Satisfaction, Loyalty, Egyptair, Emirates Airlines.
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  • Airline Passenger Travel Cycle, Satisfaction and Loyalty:A Comparison of EgyptAir and Emirates Airlines

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Authors

Ghada M. Wafik
Fayoum University, Egypt
Mohamed A. Abou-Shouk
Fayoum University, Egypt
Mahmoud M. Hewedi
Fayoum University, Egypt

Abstract


Passenger satisfaction is a major concern to airlines. It is an important competitive advantage that airlines need. In addition, customer loyalty is significantly associated with satisfaction. This study, using structural equation modelling to analyze passenger perceptions of EgyptAir and Emirates airline, aims to measure the influence of passenger travel cycle service quality on passenger's satisfaction and its impact on loyalty. In addition, it investigates the opinions of passengers on provided services of both airlines including their tangible, intangible services, information availability and airlines' commitment to declared times. The findings revealed the significant effect of travel cycle services on passengers' satisfaction while it highlights the services that passengers are not satisfied with. Contributions of the study to knowledge and practice are also discussed.

Keywords


Passenger Travel Cycle, Satisfaction, Loyalty, Egyptair, Emirates Airlines.

References