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Customer Loyalty in Airline Industry Module title: Module ID: Submission date: Abstract: The present paper aims to estimate the nature and magnitude of the loyalty and commitment the regular customers maintain and demonstrate towards the airline industry on long term basis…
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The paper also looks for elucidating the factors that could eclipse the level and scope of loyalty towards the airline industry. In addition to this, the paper is determined to suggest solutions, which may enhance the customer satisfaction and dedication to the industry to a great extent. The current study was carried out by focusing on two different populations sharing and differing the traits and characteristics. The first study has been carried out on the individuals that were directly or indirectly associated with the airline, travelling and tourism industries, and hence will include the corporate class and community rendering services in the airline industry. Similarly, the second study has been conducted on the customers and end-users that were frequent in setting out to the journeys through airplanes, where they certainly travel through planes at least once in two months. The study demonstrated a strong association between the provision of superior services at competitive price on the one side, and customer dedication and loyalty on the other. Hence, the study endorsed the proposition that it was the high quality and low price of the products that played central role in respect of obtaining customer satisfaction. TABLE OF CONTENTS Abstract 2 Table of Contents………………………………………………………………………………….3 List of Tables ..................................................................................................................................4 Hypothesis, Operationalisation of Concepts and Research Procedure: 32 The findings of the two studies have been discussed in this chapter, and have been presented in the tabular form and figures, in order to present in a precise but comprehensive manner, which could be studied in the following lines: 39 Profession 45 Frequency 45 Percentage 45 Employer/business owner 45 61 45 30.81 45 Self-employed 45 33 45 16.67 45 Manager/employee 45 39 45 19.70 45 Student/house-wives 45 34 45 17.17 45 Jobless/retired 45 21 45 10.60 45 Labourer/worker 45 10 45 5.05 45 Total 45 198 45 100.00 45 Reason/Aspect 47 Frequency 47 Percentage 47 Gorgeous airplane outlook 47 24 47 29.63 47 Efficient Crew/staff 47 62 47 76.54 47 Excellent aircraft condition 47 65 47 80.25 47 Outstanding communication system 47 58 47 71.60 47 Extraordinary display of mannerism 47 60 47 74.07 47 Unusual food 47 33 47 40.74 47 Timely departure and arrival 47 72 47 88.89 47 Competitive/economical price 48 79 48 97.53 48 Neatness and cleanliness 48 55 48 67.90 48 Famous Brand 48 44 48 54.32 48 Total 48 81 48 ---- 48 Reason/Aspect 48 Frequency 48 Percentage 48 Gorgeous airplane outlook 49 97 49 48.99 49 Efficient Crew/staff 49 122 49 61.62 49 Excellent aircraft condition 49 166 49 83.84 49 Outstanding communication system 49 134 49 67.68 49 Extraordinary display of mannerism 49 151 49 76.26 49 Unusual food 49 74 49 37.37 49 Timely departure and arrival 49 171 49 86.36 49 Competitive/economical price 49 186 49 93.94 49 Neatness and cleanliness 49 149 49 75.25 49 Famous Brand 49 95 49 47.98 49 Total 49 198 49 ---- 49 Reason/Aspect 51 Study 1 Percentage 51 Study 2 Percentage 51 Gorgeous airplane ... Read More
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