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 the long-term basis. The main objective of the present study includes the exploration of the most imperative issues…
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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, traveling 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 the 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 a central role in respect of obtaining customer satisfaction. The research findings endorse the price factor enquired in the research question, though it does not ratify the great significance of the brand name as an imperative factor for buying the airline services. However, the place of international brands cannot be negated altogether due to the very fact that nearly half of the population viewed brand name as an important thing in respect of retaining their loyalty and commitment. In the same way, the attitude and behavior of the crew and ground staff also matter, along with the condition, overhauling, and cleanliness of the aircraft. Besides, the customers also seek the strict observing of punctuality and regularity from their favorite airline industry. In addition to this, traditionalism is also looked for by the noteworthy proportion of the respondents in the airline industry of their choice, though innovation and modernity are always welcomed alongside conventional ways of presentations.
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