The mediating role of customer satisfaction: evidence from the airline industry

The mediating role of customer satisfaction: evidence from the airline industry Purpose – The purpose of this paper is to examine the mediating effects of customer satisfaction in the context of the airline industry in the United Arab Emirates through three distinct models. The first model examines the impact of service quality on brand loyalty as mediated by customer satisfaction; the second model investigates the impact of corporate image on brand loyalty as mediated by customer satisfaction; and the final model examines the impact of perceived value on brand loyalty as mediated by customer satisfaction. Design/methodology/approach – Three conceptual models are developed based on the existing literature. These models were validated via a quantitative approach, whereby data from 253 questionnaires were analyzed employing regression analysis. Findings – The results confirm the mediating role of customer satisfaction in the three proposed models, implying that customer satisfaction is vital for an airline to thrive in such a highly competitive market, as well as for it to retain existing passengers, acquire new ones and eventually convert them into brand loyal customers. Research limitations/implications – Although the research models proposed in this research have been developed based on theoretical grounds, the generalizability of the result is limited to the airline industry. Originality/value – The paper contributes to the literature by being the first to study the mediating effect of customer satisfaction on corporate image, perceived value, and service quality, as well as examining their relationship with brand loyalty in the context of the UAE airline industry. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Asia Pacific Journal of Marketing and Logistics Emerald Publishing

The mediating role of customer satisfaction: evidence from the airline industry

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Publisher
Emerald Publishing
Copyright
Copyright © Emerald Group Publishing Limited
ISSN
1355-5855
DOI
10.1108/APJML-01-2015-0001
Publisher site
See Article on Publisher Site

Abstract

Purpose – The purpose of this paper is to examine the mediating effects of customer satisfaction in the context of the airline industry in the United Arab Emirates through three distinct models. The first model examines the impact of service quality on brand loyalty as mediated by customer satisfaction; the second model investigates the impact of corporate image on brand loyalty as mediated by customer satisfaction; and the final model examines the impact of perceived value on brand loyalty as mediated by customer satisfaction. Design/methodology/approach – Three conceptual models are developed based on the existing literature. These models were validated via a quantitative approach, whereby data from 253 questionnaires were analyzed employing regression analysis. Findings – The results confirm the mediating role of customer satisfaction in the three proposed models, implying that customer satisfaction is vital for an airline to thrive in such a highly competitive market, as well as for it to retain existing passengers, acquire new ones and eventually convert them into brand loyal customers. Research limitations/implications – Although the research models proposed in this research have been developed based on theoretical grounds, the generalizability of the result is limited to the airline industry. Originality/value – The paper contributes to the literature by being the first to study the mediating effect of customer satisfaction on corporate image, perceived value, and service quality, as well as examining their relationship with brand loyalty in the context of the UAE airline industry.

Journal

Asia Pacific Journal of Marketing and LogisticsEmerald Publishing

Published: Apr 11, 2016

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