Some factors affection customer loyalty: A study of domestic airlines service in Vietnam
The purpose of this study is to examine the impacts of service quality and brand image on bothsatisfaction and loyalty towards domestic airlines service in Vietnam. It also investigates the relationship between satisfaction and customer loyalty. Structural equation modeling was...
| Main Authors: | , |
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| Format: | Article |
| Language: | Vietnamese |
| Published: |
TẠP CHÍ KHOA HỌC ĐẠI HỌC MỞ THÀNH PHỐ HỒ CHÍ MINH
2020-08-01
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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/705 |
| _version_ | 1819081689506250752 |
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| author | Dương Thanh Truyền Nguyễn Thị Mai Trang |
| author_facet | Dương Thanh Truyền Nguyễn Thị Mai Trang |
| author_sort | Dương Thanh Truyền |
| collection | DOAJ |
| description | The purpose of this study is to examine the impacts of service quality and brand image on bothsatisfaction and loyalty towards domestic airlines service in Vietnam. It also investigates the relationship between satisfaction and customer loyalty. Structural equation modeling was used to test these relationships, using a sample of 210 domestic airlines passengers in Hochiminh City –Hanoi route. The results show that service quality is positively related to both satisfaction and loyalty. In addition, brand image has a positive relationship with satisfaction and customer loyalty. The results also indicate that satisfaction has a positive influence on loyalty. Finally, the results reveal no differences neither types of airlines nor gender are found. |
| first_indexed | 2024-12-21T20:04:46Z |
| format | Article |
| id | doaj.art-c7060ce564ca43508bb3d755b9d3ea65 |
| institution | Directory Open Access Journal |
| issn | 2734-9306 2734-9578 |
| language | Vietnamese |
| last_indexed | 2024-12-21T20:04:46Z |
| publishDate | 2020-08-01 |
| 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-c7060ce564ca43508bb3d755b9d3ea652022-12-21T18:51:52ZvieTẠP 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 doanh2734-93062734-95782020-08-019390104588Some factors affection customer loyalty: A study of domestic airlines service in VietnamDương Thanh Truyền0Nguyễn Thị Mai Trang1Trường Đại học Kinh tế - Luật, Đại học Quốc gia TP.HCMTrường Đại học Kinh tế - Luật, Đại học Quốc gia TP.HCMThe purpose of this study is to examine the impacts of service quality and brand image on bothsatisfaction and loyalty towards domestic airlines service in Vietnam. It also investigates the relationship between satisfaction and customer loyalty. Structural equation modeling was used to test these relationships, using a sample of 210 domestic airlines passengers in Hochiminh City –Hanoi route. The results show that service quality is positively related to both satisfaction and loyalty. In addition, brand image has a positive relationship with satisfaction and customer loyalty. The results also indicate that satisfaction has a positive influence on loyalty. Finally, the results reveal no differences neither types of airlines nor gender are found.https://journalofscience.ou.edu.vn/index.php/econ-vi/article/view/705chất lượng dịch vụhình ảnh thương hiệusự thỏa mãnlòng trung thànhhàng không nội địaviệt nam |
| spellingShingle | Dương Thanh Truyền Nguyễn Thị Mai Trang Some factors affection customer loyalty: A study of domestic airlines service in Vietnam Tạp chí Khoa học Đại học Mở Thành phố Hồ Chí Minh - Kinh tế và Quản trị kinh doanh chất lượng dịch vụ hình ảnh thương hiệu sự thỏa mãn lòng trung thành hàng không nội địa việt nam |
| title | Some factors affection customer loyalty: A study of domestic airlines service in Vietnam |
| title_full | Some factors affection customer loyalty: A study of domestic airlines service in Vietnam |
| title_fullStr | Some factors affection customer loyalty: A study of domestic airlines service in Vietnam |
| title_full_unstemmed | Some factors affection customer loyalty: A study of domestic airlines service in Vietnam |
| title_short | Some factors affection customer loyalty: A study of domestic airlines service in Vietnam |
| title_sort | some factors affection customer loyalty a study of domestic airlines service in vietnam |
| topic | chất lượng dịch vụ hình ảnh thương hiệu sự thỏa mãn lòng trung thành hàng không nội địa việt nam |
| url | https://journalofscience.ou.edu.vn/index.php/econ-vi/article/view/705 |
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