Effect of “Single” vs. “Multiple” Possession and Usage of Loyalty Programme on Re-purchase Intention Behavior of Airline Frequent Passengers in India
Purpose: This paper tries to find out the effect of single vs. multiple possession and usage of frequent flyer programme by frequent passengers on their re-purchase intention behavior in India. Design/methodology: This paper tested the hypotheses, whether the variations in possession level of freque...
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| Format: | article |
| Publication Date: | 2018 |
| Country: | España |
| Institution: | Universitat Politècnica de Catalunya (UPC) |
| Repository: | UPCommons. Portal del coneixement obert de la UPC |
| Language: | English |
| OAI Identifier: | oai:upcommons.upc.edu:2117/126528 |
| Online Access: | https://hdl.handle.net/2117/126528 https://dx.doi.org/10.3926/jairm.116 |
| Access Level: | Open access |
| Keyword: | Customer loyalty programs Customer loyalty Airlines--India Frequent flyer programme Airline loyalty Airline brand image Passenger trust Re-purchase behavior Fidelització Fidelitat a una marca Línies aèries -- Índia Àrees temàtiques de la UPC::Economia i organització d'empreses Àrees temàtiques de la UPC::Enginyeria civil::Infraestructures i modelització dels transports::Infraestructures i transport aeri |
| Summary: | Purpose: This paper tries to find out the effect of single vs. multiple possession and usage of frequent flyer programme by frequent passengers on their re-purchase intention behavior in India. Design/methodology: This paper tested the hypotheses, whether the variations in possession level of frequent flyer programme influences the relationship among the selected antecedent variables such as passengers’ satisfaction with the loyalty programme, passengers’ level of trust in the airline and the perceived brand image on the re-purchase intention behavior of frequent passengers. A structural equation model depicting the re-purchase behavior of frequent flyers were developed and tested. Findings: There exists an overall statistical reliability of the model build-up by using structural equation modeling. Significant differences are observed in brand and trust variables in influencing re-purchase intention behavior of frequent passengers. This finding was further verified in correspondence to the variations in loyalty programme status and possession levels of loyalty programme memberships. Practical implications: Re-purchase behavior of passengers holding single and multiple loyalty programme memberships were compared and drawn implications for the airlines to guesstimate re-purchase intentions of regular passengers. Originality/value: The empirical findings of this study proved that there is a propensity to shift from single to multiple possession and usage of airline loyalty membership while the frequent passengers progress on their travel voyage. This study proclaim that passengers possessing single loyalty programme are more influenced by brand image of the airline where as passengers using multiple loyalty programmes are by and large accustomed by means of the trust in the airline services than its brand image. |
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