International Business Management

Year: 2015
Volume: 9
Issue: 6
Page No. 1281 - 1284

The Impact of Service Quality on Customer Retention in Airline Industry of Bhutan

Authors : Melam Zangmo, Wasin Liampreecha and Sujinda Chemsripong

References

Ahmad, R. and F. Buttle, 2002. Customer retention management: A reflection of theory and practice. Market. Intell. Plann., 20: 149-161.
CrossRef  |  Direct Link  |  

Anderson, E.W. and M.W. Sullivan, 1993. The antecedents and consequences of customer satisfaction for firms. Market. Sci., 12: 125-143.
CrossRef  |  Direct Link  |  

Angelova, B. and J. Zekiri, 2011. Measuring customer satisfaction with service quality using American Customer Satisfaction Model (ACSI Model). Int. J. Acad. Res. Bus. Soc. Sci., 1: 232-258.
Direct Link  |  

Archana, R. and M.V. Subha, 2012. A study on service quality and passenger satisfaction on Indian airlines. Int. J. Multidisciplinary Res., 2: 37-49.
Direct Link  |  

Baron, R.M. and D.A. Kenny, 1986. The moderator-mediator variable distinction in social psychological research: Conceptual, strategic and statistical considerations. J. Pers. Social Psychol., 51: 1173-1182.
CrossRef  |  PubMed  |  Direct Link  |  

Caruana, A., 2002. Service loyalty: The effects of service quality and the mediating role of customer satisfaction. Eur. J. Market., 36: 811-828.
CrossRef  |  Direct Link  |  

Farquhar, J.D., 2005. Who stole my customer?? Winning strategies for creating and sustaining customer loyalty'/pearson professional education, 2004. J. Financial Serv. Market., 9: 390-391.

Fornell, C., 1992. A national customer satisfaction barometer: The Swedish experience. J. Market., 56: 6-21.
CrossRef  |  Direct Link  |  

Gerpott, T.J., W. Rams and A. Schindler, 2001. Customer retention, loyalty and satisfaction in the German mobile cellular telecommunications market. Telecommun. Policy, 25: 249-269.
CrossRef  |  

Gupta, S., D. Hanssens, B. Hardie, W. Kahn and V. Kumar(et al)., 2006. Modeling customer lifetime value. J. Service Res., 9: 139-155.
Direct Link  |  

Khraim, H.S., 2013. Airline image and service quality effects on traveling customers' behavioral intentions in Jordan. Eur. J. Bus. Manage., 5: 20-33.
Direct Link  |  

Lin, J.S.C. and C.Y. Wu, 2011. The role of expected future use in relationship-based service retention. Managing Serv. Qual., 21: 535-551.
CrossRef  |  Direct Link  |  

Mahmud, A., K. Jusoff and S. Hadijah, 2013. The effect of service quality and price on satisfaction and loyalty of customer of commercial flight service industry. World Applied Sci. J., 23: 354-359.

Ostrowski, P.L., T.V. O`Brien and G.L. Gordon, 1993. Service quality and customer loyalty in the commercial airline industry. J. Travel Res., 32: 16-24.
CrossRef  |  

Parasuraman, A., V.A. Zeithaml and L.L. Berry, 1988. SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. J. Retail., 64: 12-40.
Direct Link  |  

Ranaweera, C. and J. Prabhu, 2003. On the relative importance of customer satisfaction and trust as determinants of customer retention and positive word of mouth. J. Targeting Meas. Anal. Market., 12: 82-90.
Direct Link  |  

Saeed, K.A., V. Grover and Y. Hwang, 2003. The relationship of e-commerce competence to customer value and firm performance: An empirical investigation. J. Manage. Inform. Syst., 22: 223-256.
Direct Link  |  

Shukla, L., 2013. A case study on customer acquisiton and retention on the airline service industry. OSR J. Bus. Manage., 9: 15-33.
Direct Link  |  

Spreng, R.A. and R.D. Mackoy, 1996. An empirical examination of a model of perceived service quality and satisfaction. J. Retail., 72: 201-214.
CrossRef  |  Direct Link  |  

Sureshchandar, G.S., C. Rajendran and R.N. Anantharaman, 2002. The relationship between service quality and customer satisfaction-a factor specific approach. J. Serv. Market., 16: 363-379.
CrossRef  |  Direct Link  |  

Timm, P.R., 2005. Customer Service: Career Success Through Customer Satisfaction. 3rd Edn., Prentice Hall, New Jersey, ISBN 13: 9780131779969.

Design and power by Medwell Web Development Team. © Medwell Publishing 2024 All Rights Reserved