The impact of customer experience on customer loyalty: Evidence from low-cost airlines in Ho Chi Minh City
The objective of this study is to determine the factors of customer experience that influence customer loyalty. Besides, the mediating role of customer satisfaction will also be considered. Data was collected from a survey of 696 passengers who live in Ho Chi Minh City and used flight service with l...
| Main Authors: | , , , |
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| Format: | Article |
| Language: | Vietnamese |
| Published: |
TẠP CHÍ KHOA HỌC ĐẠI HỌC MỞ THÀNH PHỐ HỒ CHÍ MINH
2023-07-01
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| Series: | Tạp chí Khoa học Đại học Mở Thành phố Hồ Chí Minh - Kinh tế và Quản trị kinh doanh |
| Subjects: | |
| Online Access: | https://journalofscience.ou.edu.vn/index.php/econ-vi/article/view/2235 |
| _version_ | 1797742054985433088 |
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| author | Bùi Nhất Vương Nguyễn Thị Kim Ngân Lê Thị Châu Kha Nguyễn Mai Duy |
| author_facet | Bùi Nhất Vương Nguyễn Thị Kim Ngân Lê Thị Châu Kha Nguyễn Mai Duy |
| author_sort | Bùi Nhất Vương |
| collection | DOAJ |
| description | The objective of this study is to determine the factors of customer experience that influence customer loyalty. Besides, the mediating role of customer satisfaction will also be considered. Data was collected from a survey of 696 passengers who live in Ho Chi Minh City and used flight service with low-cost airlines in Vietnam. The research results from the Partial Least Squares Structural Equation Modeling (PLS-SEM) showed that six factors of customer experience have positively impacted customer loyalty in descending order as follows: Flight attendant quality, Check-in/luggage service, Online Booking Service, Convenient Flight Schedule, Lounge, and Service Reliability. In addition, these relationships have been mediated totally by customer satisfaction. The study also suggested some implications for building a better service experience at low-cost airlines in Ho Chi Minh City to increase customer loyalty. |
| first_indexed | 2024-03-12T14:35:31Z |
| format | Article |
| id | doaj.art-b56b990d9c124792816eb23b5c22337d |
| institution | Directory Open Access Journal |
| issn | 2734-9306 2734-9578 |
| language | Vietnamese |
| last_indexed | 2024-03-12T14:35:31Z |
| publishDate | 2023-07-01 |
| publisher | TẠP CHÍ KHOA HỌC ĐẠI HỌC MỞ THÀNH PHỐ HỒ CHÍ MINH |
| record_format | Article |
| series | Tạp chí Khoa học Đại học Mở Thành phố Hồ Chí Minh - Kinh tế và Quản trị kinh doanh |
| spelling | doaj.art-b56b990d9c124792816eb23b5c22337d2023-08-17T07:21:12ZvieTẠP CHÍ KHOA HỌC ĐẠI HỌC MỞ THÀNH PHỐ HỒ CHÍ MINHTạp chí Khoa học Đại học Mở Thành phố Hồ Chí Minh - Kinh tế và Quản trị kinh doanh2734-93062734-95782023-07-01183839510.46223/HCMCOUJS.econ.vi.18.3.2235.20231955The impact of customer experience on customer loyalty: Evidence from low-cost airlines in Ho Chi Minh CityBùi Nhất Vương0Nguyễn Thị Kim Ngân1Lê Thị Châu Kha2Nguyễn Mai Duy3Học viện Hàng không Việt Nam, Thành phố Hồ Chí MinhHọc viện Hàng không Việt Nam, Thành phố Hồ Chí MinhHọc viện Hàng không Việt Nam, Thành phố Hồ Chí MinhHọc viện Hàng không Việt Nam, Thành phố Hồ Chí MinhThe objective of this study is to determine the factors of customer experience that influence customer loyalty. Besides, the mediating role of customer satisfaction will also be considered. Data was collected from a survey of 696 passengers who live in Ho Chi Minh City and used flight service with low-cost airlines in Vietnam. The research results from the Partial Least Squares Structural Equation Modeling (PLS-SEM) showed that six factors of customer experience have positively impacted customer loyalty in descending order as follows: Flight attendant quality, Check-in/luggage service, Online Booking Service, Convenient Flight Schedule, Lounge, and Service Reliability. In addition, these relationships have been mediated totally by customer satisfaction. The study also suggested some implications for building a better service experience at low-cost airlines in Ho Chi Minh City to increase customer loyalty.https://journalofscience.ou.edu.vn/index.php/econ-vi/article/view/2235hãng hàng không giá rẻlòng trung thành của khách hàngsự hài lòng của khách hàngtrải nghiệm khách hàng |
| spellingShingle | Bùi Nhất Vương Nguyễn Thị Kim Ngân Lê Thị Châu Kha Nguyễn Mai Duy The impact of customer experience on customer loyalty: Evidence from low-cost airlines in Ho Chi Minh City Tạp chí Khoa học Đại học Mở Thành phố Hồ Chí Minh - Kinh tế và Quản trị kinh doanh hãng hàng không giá rẻ lòng trung thành của khách hàng sự hài lòng của khách hàng trải nghiệm khách hàng |
| title | The impact of customer experience on customer loyalty: Evidence from low-cost airlines in Ho Chi Minh City |
| title_full | The impact of customer experience on customer loyalty: Evidence from low-cost airlines in Ho Chi Minh City |
| title_fullStr | The impact of customer experience on customer loyalty: Evidence from low-cost airlines in Ho Chi Minh City |
| title_full_unstemmed | The impact of customer experience on customer loyalty: Evidence from low-cost airlines in Ho Chi Minh City |
| title_short | The impact of customer experience on customer loyalty: Evidence from low-cost airlines in Ho Chi Minh City |
| title_sort | impact of customer experience on customer loyalty evidence from low cost airlines in ho chi minh city |
| topic | hãng hàng không giá rẻ lòng trung thành của khách hàng sự hài lòng của khách hàng trải nghiệm khách hàng |
| url | https://journalofscience.ou.edu.vn/index.php/econ-vi/article/view/2235 |
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