Skip to main content
SpringerLink
Log in

The Effect of Airline Passengers' Satisfaction on Loyalty: Do Region and Airline Carrier Matter? A Meta-analysis Study

  • Original Article
  • Published:
Transportation in Developing Economies Aims and scope Submit manuscript

Abstract

Until now, the relationship between satisfaction and loyalty has been extensively examined among various customers residing in different regions of the world. Customers who are content with a company's products or services are more likely to buy more from the same company and less likely to switch to competitors' offerings. Therefore, it is essential to examine the satisfaction-loyalty relationship in the context of passenger profiles and generalize the results of these researches or make a holistic inference about the results. This research aimed to provide scientific answers regarding the effects of passenger satisfaction on their loyalty through meta-analysis. In addition, this study has also examined whether the satisfaction-loyalty relationship differs by region and the type of airline carriers (low-cost, traditional). A total of 53 empirical studies conducted from 1970 to 2021 were analyzed. The comprehensive meta-analysis (CMA) software is utilized to aid in the analysis. As a result, the mean ES value for empirical studies was 0.735. This value indicates that satisfaction has a highly positive effect on loyalty. Furthermore, according to the subgroup analysis results, satisfaction's effect on loyalty is statistically significant in region and for airline company types. This research has confirmed that the relationship between customer satisfaction and loyalty is true for all types of airline carriers and region.

This is a preview of subscription content, log in via an institution to check access.

Access this article

Log in via an institution

Price excludes VAT (USA)
Tax calculation will be finalised during checkout.

Instant access to the full article PDF.

Institutional subscriptions

Fig. 1
Fig. 2
Fig. 3
Fig. 4

Similar content being viewed by others

Data Availability Statement

The data that support the findings of this study are available on request from the corresponding author.

References

  1. Agarwal I, Gowda KR (2021) The effect of airline service quality on customer satisfaction and loyalty in India. Mater Today Proc 37:1341–1348

    Article  Google Scholar 

  2. Aguinis H, Pierce CA (1998) Testing moderator variable hypotheses meta-analytically. J Manag 24(5):577–592

    Google Scholar 

  3. Aguinis H, Gottfredson RK, Wright TA (2011) Best-practice recommendations for estimating interaction effects using meta-analysis. J Organ Behav 32(8):1033–1043

    Article  Google Scholar 

  4. Ahmed RR, Vveinhardt J, Warraich UA, Baloch A (2020) Customer satisfaction & loyalty and organizational complaint handling: economic aspects of business operation of airline industry. Eng Econ 31(1):114–125 (Studies used in the analysis)

    Article  Google Scholar 

  5. Air Transport Action Group (ATAG) (2020) Aviation: benefits beyond borders

  6. Akamavi RK, Mohamed E, Pellmann K, Xu Y (2015) Key determinants of passenger loyalty in the low-cost airline business. Tour Manag 46:528–545 (Studies used in the analysis)

    Article  Google Scholar 

  7. Allen J, Bellizzi MG, Eboli L, Forciniti C, Mazzulla G (2020) Service quality in a mid-sized air terminal: A SEM-MIMIC ordinal probit accounting for travel, sociodemographic, and user-type heterogeneity. J Air Transp Manag 84:101780

    Article  Google Scholar 

  8. Anh T, Duc T, Thi T, Hong N (2020) Evaluating the determinants of Vietnamese frequent flyers’ loyalty in civil aviation industry: The case of Delta air lines. Manag Sci Lett 10(2):391–398 (Studies used in the analysis)

    Article  Google Scholar 

  9. Ariff MSM, Yun LO, Zakuan N, Ismail K (2013) The impacts of service quality and customer satisfaction on customer loyalty in internet banking. Proc Soc Behav Sci 81:469–473

    Article  Google Scholar 

  10. Arokiasamy ARA (2014) Service quality on customer loyalty and intentions to switch in the airline industry in Malaysia. Aust J Basic Appl Sci 8(6):279–284 (Studies used in the analysis)

    Google Scholar 

  11. Avogadro N, Malighetti P, Redondi R, Salanti A (2021) A tale of airline competition: when full-service carriers undercut low-cost carriers fares. J Air Transp Manag 92:102027

    Article  Google Scholar 

  12. Ayodeji Y, Rjoub H (2021) Investigation into waiting time, self-service technology, and customer loyalty: the mediating role of waiting time in satisfaction. Hum Factors and Ergon Manuf Serv Ind 31(1):27–41 (Studies used in the analysis)

    Article  Google Scholar 

  13. Batouei A, Iranmanesh M, Nikbin D, Hyun SS (2019) Flight anxiety: investigating the role of airline service quality and flight crew’s competence. Asia Pac J Tour Res 24(7):710–724 (Studies used in the analysis)

    Article  Google Scholar 

  14. Begg CB, Mazumdar M (1994) Operating characteristics of a rank correlation test for publication bias. Biometrics 50:1088–1101

    Article  MATH  Google Scholar 

  15. Begzjav T (2018) In-flight service quality and perceived safety with satisfaction and loyalty—the case of Mongolian Airline. Griffith University, Mount Gravatt, Australia (Studies used in the analysis)

  16. Bellizzi MG, Eboli L, Mazzulla G (2020) Air transport service quality factors: a systematic literature review. Transport Res Proc 45:218–225

    Article  Google Scholar 

  17. Borenstein M, Hedges LV, Higgins JPT, Rothstein HR (2009) Introduction to meta-analysis. Wiley, New York

    Book  MATH  Google Scholar 

  18. Borenstein M, Hedges L, Higgins J, Rothstein H (2005) Comprehensive meta analysis, version 2. Biostat, New Jersey

    Google Scholar 

  19. Büyüközkan G, Havle CA, Feyzioğlu O (2020) A new digital service quality model and its strategic analysis in aviation industry using interval-valued intuitionistic fuzzy AHP. J Air Transp Manag 86:101817

    Article  Google Scholar 

  20. Chen CF, Wang JP (2016) Customer participation, value co-creation and customer loyalty–A case of airline online check-in system. Comput Hum Behav 62:346–352 (Studies used in the analysis)

    Article  Google Scholar 

  21. Climis RL (2013) Customer retention in airline companies: case of North Cyprus, Master's thesis, Eastern Mediterranean University (Studies used in the analysis)

  22. Cohen J (1988) Statistical power analysis for the behavioral sciences, 2nd edn. Lawrence Earlbaum Associates, Hillsdale

    MATH  Google Scholar 

  23. Demirer CBY (2020) Sivil havacılıkta yolcu memnuniyet düzeyi ve yolcu sadakati arasındaki ilişkinin belirlenmesine yönelik bir araştırma, Master's thesis, İstanbul Kent Üniversitesi Lisansüstü Eğitim Enstitüsü (Studies used in the analysis)

  24. Devi AADT, Yasa NNK (2021) The role of customer satisfaction in mediating the ınfluence of service quality and perceived value on brand loyalty. Int Res J Manag IT Soc Sci 8(3):315–328 (Studies used in the analysis)

    Google Scholar 

  25. Duval S, Tweedie R (2000) Trim and fill: a simple funnel-plot–based method of testing and adjusting for publication bias in meta-analysis. Biometrics 56(2):455–463

    Article  MATH  Google Scholar 

  26. Egger M, Davey Smith G, Schneider M, Minder C (1997) Bias in meta-analysis detected by a simple, graphical test. BMJ 315:629–634

    Article  Google Scholar 

  27. Elkhani N, Soltani S, Jamshidi MHM (2014) Examining a hybrid model for e-satisfaction and e-loyalty to e-ticketing on airline websites. J Air Transp Manag 37:36–44 (Studies used in the analysis)

    Article  Google Scholar 

  28. Etemad-Sajadi R, Bohrer L (2019) The impact of service recovery output/process on customer satisfaction and loyalty: the case of the airline industry. Tour Hosp Res 19(2):259–266 (Studies used in the analysis)

    Article  Google Scholar 

  29. Etemad-Sajadi R, Way SA, Bohrer L (2016) Airline passenger loyalty: The distinct effects of airline passenger perceived pre-flight and in-flight service quality. Cornell Hosp Q 57(2):219–225 (Studies used in the analysis)

    Article  Google Scholar 

  30. Fathy E, Zidan H (2017) Do loyalty program in the airline and hotel ındustries affect customer satisfaction and loyalty? Int J Herit Tour Hosp 11(3 (Special Issue)):246–266 (Studies used in the analysis)

    Google Scholar 

  31. Field AP, Gillett R (2010) How to do a meta-analysis. Br J Math Stat Psychol 63(3):665–694

    Article  MathSciNet  Google Scholar 

  32. Forgas S, Moliner MA, Sánchez J, Palau R (2010) Antecedents of airline passenger loyalty: low-cost versus traditional airlines. J Air Transp Manag 16(4):229–233 (Studies used in the analysis)

    Article  Google Scholar 

  33. Ganiyu RA (2016) Perceived service quality and customer loyalty: the mediating effect of passenger satisfaction in the Nigerian Airline Industry. Int J Manag Econ 52:94–117 (Studies used in the analysis)

    Google Scholar 

  34. Ganiyu RA (2017) Customer satisfaction and loyalty: a study of interrelationships and effects in Nigerian domestic airline industry. Oradea J Bus Econ 2(1):7–20 (Studies used in the analysis)

    Article  Google Scholar 

  35. Han H, Moon H, Ariza-Montes A, Lee S (2020) Sensory/health-related and convenience/process quality of airline meals and traveler loyalty. Sustainability 12(3):857 (Studies used in the analysis)

    Article  Google Scholar 

  36. Hapsari R (2015) The impact of customer engagement and selected higher order marketing constructs on customer loyalty: an empirical investigation of the Indonesian airline industry (Doctoral dissertation, Lincoln University) (Studies used in the analysis)

  37. Hasan M, Khan MN, Farooqi R, Shahid S (2020) Impact of service quality and brand ımage on satisfaction of airline passengers in India: a SEM approach. Solid State Technol 63(2):8165–8186 (Studies used in the analysis)

    Google Scholar 

  38. Hedges LV (1992) Meta-analysis. J Educ Stat 17:279–296

    Article  Google Scholar 

  39. Hedges LV (1994) Statistical considerations. In: Cooper H, Hedges LV (eds) The handbook of research synthesis. Russell Sage Foundation, New York, pp 29–38

    Google Scholar 

  40. Higgins J, Thompson SG (2002) Quantifying heterogeneity in a meta-analysis. Stat Med 21(11):1539–1558

    Article  Google Scholar 

  41. Hoang YNN, Kumar V, Amorim M (2019) Exploring quality determinants in airline services: a study of customer experience in VIETNAM. Int J Organ Bus Excell 2(2):121–132 (Studies used in the analysis)

    Google Scholar 

  42. Hussain R, Al Nasser A, Hussain YK (2015) Service quality and customer satisfaction of a UAE-based airline: an empirical investigation. J Air Transp Manag 42:167–175 (Studies used in the analysis)

    Article  Google Scholar 

  43. Islam T, Islam R, Pitafi AH, Xiaobei L, Rehmani M, Irfan M, Mubarak MS (2021) The impact of corporate social responsibility on customer loyalty: the mediating role of corporate reputation, customer satisfaction, and trust. Sustain Prod Consum 25:123–135

    Article  Google Scholar 

  44. Ismail A, Yunan YM (2016) Service quality as a predictor of customer satisfaction and customer loyalty. LogForum 12(4):269–283 (Studies used in the analysis)

    Article  Google Scholar 

  45. Jareankieatbovorn N (2018) Customer perceptions of service failure, service recovery and loyalty recovery: an investigation into the airline industry (Doctoral dissertation, Brunel University London) (Studies used in the analysis)

  46. Jung HS, Yoon HH (2013) Do employees’ satisfied customers respond with an satisfactory relationship? The effects of employees’ satisfaction on customers’ satisfaction and loyalty in a family restaurant. Int J Hosp Manag 34:1–8

    Article  Google Scholar 

  47. Kasiri LA, Cheng KTG, Sambasivan M, Sidin SM (2017) Integration of standardization and customization: Impact on service quality, customer satisfaction, and loyalty. J Retail Consum Serv 35:91–97

    Article  Google Scholar 

  48. Kim MK, Park MC, Jeong DH (2004) The effects of customer satisfaction and switching barrier on customer loyalty in Korean mobile telecommunication services. Telecommun Policy 28(2):145–159

    Article  Google Scholar 

  49. Kit LP (2021) Relationship quality factors on passenger loyalty of the airline ındustry in Johor, Malaysia. J Arts Soc Sci 4(2):27–43 (Studies used in the analysis)

    Google Scholar 

  50. Lai IKW (2019) Hotel image and reputation on building customer loyalty: an empirical study in Macau. J Hosp Tour Manag 38:111–121

    Article  Google Scholar 

  51. Latif KF, Pérez A, Sahibzada UF (2020) Corporate social responsibility (CSR) and customer loyalty in the hotel industry: a cross-country study. Int J Hosp Manag 89:102565

    Article  Google Scholar 

  52. Lee CK, Ng KKH, Chan HK, Choy KL, Tai WC, Choi LS (2018) A multi-group analysis of social media engagement and loyalty constructs between full-service and low-cost carriers in Hong Kong. J Air Transp Manag 73:46–57

    Article  Google Scholar 

  53. Li S, Jiang Y, Cheng B, Scott N (2021) The effect of flight delay on customer loyalty intention: the moderating role of emotion regulation. J Hosp Tour Manag 47:72–83

    Article  Google Scholar 

  54. Light RJ, Pillemer DB (1984) Summing up: the science of reviewing research. Harvard University Press, Cambridge

    Book  Google Scholar 

  55. Lipsey MW, Wilson DB (2001) Practical meta-analysis. SAGE, Thousand Oaks

    Google Scholar 

  56. Littell JH, Corcoran J, Pillai V (2008) Systematic reviews and meta-analysis. Oxford University Press, Oxford

    Book  Google Scholar 

  57. Liu H, Chen Y, Zha Y, Ling L, Wang D (2018) The effect of satisfaction on loyalty in consumption and service industry based on meta-analysis and it’s algorithm. Wirel Pers Commun 103(1):963–982

    Article  Google Scholar 

  58. Maharani T, Wahyuni S (2021) The effect of service quality and brand ımage in the air cargo ındustry on customer satisfaction and loyalty of PT Garuda Indonesia (Persero) Tbk. Adv Econ Bus Manag Res 177:71–83 (Studies used in the analysis)

    Google Scholar 

  59. Mainardes EW, de Melo RFS, Moreira NC (2021) Effects of airport service quality on the corporate image of airports. Res Transport Bus Manag 41:100668

    Article  Google Scholar 

  60. Martín-Consuegra D, Molina A, Esteban Á (2007) An integrated model of price, satisfaction and loyalty: an empirical analysis in the service sector. J Prod Brand Manag 16(7):459–468 (Studies used in the analysis)

    Article  Google Scholar 

  61. Mayr T, Zins AH (2012) Extensions on the conceptualization of customer perceived value: insights from the airline industry. Int J Cult Tour Hosp Res 6(4):356–376 (Studies used in the analysis)

    Article  Google Scholar 

  62. Mengist W, Soromessa T, Legese G (2020) Method for conducting systematic literature review and meta-analysis for environmental science research. MethodsX 7:100777

    Article  Google Scholar 

  63. Mishal MA (2015) Evaluation of "AIRQUAL" scale for measuring airline service quality and its effect on customer satisfaction and loyalty (Doctoral dissertation, PhD Thesis of Transport and Manufacturing Centre for Air Transport Management, Cranfield University, London, united kingdom) (Studies used in the analysis)

  64. Mohd-Any AA, Mutum DS, Ghazali EM, Mohamed-Zulkifli L (2019) To fly or not to fly? An empirical study of trust, post-recovery satisfaction and loyalty of Malaysia Airlines passengers. J Serv Theory Pract 29(5/6):661–690 (Studies used in the analysis)

    Article  Google Scholar 

  65. Moon HG, Lho HL, Han H (2021) Self-check-in kiosk quality and airline non-contact service maximization: how to win air traveler satisfaction and loyalty in the post-pandemic world? J Travel Tour Mark 38(4):383–398 (Studies used in the analysis)

    Article  Google Scholar 

  66. Munoz C, Laniado H, Córdoba J (2020) Development of a robust customer satisfaction index for domestic air journeys. Res Transport Bus Manage 37:100519 (Studies used in the analysis)

    Article  Google Scholar 

  67. Mutlu HM, Polat Sesliokuyucu İ (2015) The Relationship Between Ground Service Quality and Customer Loyalty. In: International academic conference on management, economics and marketing, Hungary, Budapest (IAC-MEM 2015), pp 217–223 (Studies used in the analysis)

  68. Pamucar D, Yazdani M, Montero-Simo MJ, Araque-Padilla RA, Mohammed A (2021) Multi-criteria decision analysis towards robust service quality measurement. Expert Syst Appl 170:114508

    Article  Google Scholar 

  69. Pan JY, Truong D (2018) Passengers’ intentions to use low-cost carriers: an extended theory of planned behavior model. J Air Transp Manag 69:38–48

    Article  Google Scholar 

  70. Pi WP, Huang HH (2011) Effects of promotion on relationship quality and customer loyalty in the airline industry: the relationship marketing approach. Afr J Bus Manag 5(11):4403–4414 (Studies used in the analysis)

    Google Scholar 

  71. Prentice C, Loureiro SMC (2017) An asymmetrical approach to understanding configurations of customer loyalty in the airline industry. J Retail Consum Serv 38:96–107 (Studies used in the analysis)

    Article  Google Scholar 

  72. Qi JY, Zhou YP, Chen WJ, Qu QX (2012) Are customer satisfaction and customer loyalty drivers of customer lifetime value in mobile data services: a comparative cross-country study. Inf Technol Manag 13(4):281–296

    Article  Google Scholar 

  73. Qiu H, Ye BH, Bai B, Wang WH (2015) Do the roles of switching barriers on customer loyalty vary for different types of hotels? Int J Hosp Manag 46:89–98

    Article  Google Scholar 

  74. Quaye DM, Mensah I, Amoah-Mensah A (2018) Customer relationship management practices affecting customer loyalty supporting small airline carriers in Ghana. Int J Electron Cust Relationsh Manag 11(4):411–435 (Studies used in the analysis)

    Article  Google Scholar 

  75. Ramaseshan B, Ouschan R (2017) Investigating status demotion in hierarchical loyalty programs. J Serv Mark 31(6):650–661 (Studies used in the analysis)

    Article  Google Scholar 

  76. Rızan M, Warokka A, Wibowo A, Febrilia I (2020) Leadership styles and customer loyalty: a lesson from emerging southeast Asia’s airlines ındustry. J Asian Finance Econ Bus 7(9):477–488 (Studies used in the analysis)

    Article  Google Scholar 

  77. Risheim IN, Moberg IKT (2017) Customer orientation and innovativeness in a customer satisfaction framework: a study within the Norwegian airline industry (Master's thesis, BI Norwegian Business School) (Studies used in the analysis)

  78. Rosenthal R (1979) The “file drawer problem” and tolerance for null results. Psychol Bull 86:638–641

    Article  Google Scholar 

  79. Sandada M, Matibiri B (2016) An investigation into the impact of service quality, frequent flier programs and safety perception on satisfaction and customer loyalty in the airline industry in Southern Africa. South East Eur J Econ Bus 11(1):41–53 (Studies used in the analysis)

    Article  Google Scholar 

  80. Shahzad A, Yaqub RMS, Di Vaio A, Hassan R (2021) Antecedents of customer loyalty and performance improvement: evidence from Pakistan’s telecommunications sector. Util Policy 70:101208

    Article  Google Scholar 

  81. Shaleh AZ, Reza S (2020) An empirical study into the satisfaction level of travelers to Bangladesh. Laurea University of Applied Sciences. Bachelor's in Service Business Management Thesis (Studies used in the analysis)

  82. Shen C, Yahya Y (2021) The impact of service quality and price on passengers’ loyalty towards low-cost airlines: the Southeast Asia’s perspective. J Air Transp Manag 91:101966

    Article  Google Scholar 

  83. Shi Y, Prentice C, He W (2014) Linking service quality, customer satisfaction and loyalty in casinos, does membership matter? Int J Hosp Manag 40:81–91

    Article  Google Scholar 

  84. Shiwakoti N, Jiang H, Nguyen AD (2021) Passengers’ perception of safety and its relationship with demographics, service quality, satisfaction and loyalty in airlines sector—a case study of Vietnam to Australia route. Transp Policy 124:194–202

    Article  Google Scholar 

  85. Singh B (2021) Predicting airline passengers’ loyalty using artificial neural network theory. J Air Transp Manag 94:102080 (Studies used in the analysis)

    Article  Google Scholar 

  86. Suk M, Kim M, Kim W (2020) The moderating role of subjective norms and self-congruence in customer purchase intentions in the LCC market: do not tell me I am cheap. Res Transport Bus Manag 41:100595

    Article  Google Scholar 

  87. Tahanisaz S (2020) Evaluation of passenger satisfaction with service quality: a consecutive method applied to the airline industry. J Air Transp Manag 83:101764

    Article  Google Scholar 

  88. Tang Y, Qi Q, Qiuying Z, Lin M (2013) Meta-view of consequence of customer satisfaction. In: 2013 10th ınternational conference on service systems and service management, pp 579–582

  89. Thampan A, Sinha K, Gurjar BR, Rajasekar E (2020) Functional efficiency in airport terminals: a review on overall and stratified service quality. J Air Transp Manag 87:101837

    Article  Google Scholar 

  90. Trinh (Ami) TV (2017) Measuring service quality and its effect on customer satisfaction and loyalty: the case of Vietjet Air. I-Shou University, College of Management, Master Thesis, pp 1–56 (Studies used in the analysis)

  91. Vesel P, Zabkar V (2009) Managing customer loyalty through the mediating role of satisfaction in the DIY retail loyalty program. J Retail Consum Serv 16(5):396–406

    Article  Google Scholar 

  92. Wahab NA, Hassan LFA, Shahid SAM, Maon SN (2016) The relationship between marketing mix and customer loyalty in hijab industry: the mediating effect of customer satisfaction. Proc Econ Finance 37:366–371

    Article  Google Scholar 

  93. Wahab Z, Sukati I, Li LH (2015) Measuring the Malindo Airline Passenger’s satisfaction. Asian Soc Sci 11(18):233–245 (Studies used in the analysis)

    Article  Google Scholar 

  94. Wang T, Chaipoopirutana S (2015) A study of the factors ınfluencing customer loyalty: a case study of Thai airways. PSAKU Int J Interdiscip Res (PSAKUIJIR) 4(2):67–76 (Studies used in the analysis)

    Article  Google Scholar 

  95. Wang D, Zha Y, Bi G, Chen Y (2018) A meta-analysis of satisfaction-loyalty relationship in E-commerce: sample and measurement characteristics as moderators. Wirel Pers Commun 103(1):941–962

    Article  Google Scholar 

  96. Wu HC, Cheng CC, Ai CH (2018) An empirical analysis of green switching intentions in the airline industry. J Environ Plan Manag 61(8):1438–1468 (Studies used in the analysis)

    Article  Google Scholar 

  97. Wu LW, Wang CY (2012) Satisfaction and zone of tolerance: the moderating roles of elaboration and loyalty programs. Manag Serv Qual Int J 22(1):38–57 (Studies used in the analysis)

    Article  Google Scholar 

  98. Yang CC, Chao CC (2017) How relationship marketing, switching costs, and service quality impact customer satisfaction and loyalty in Taiwan’s airfreight forwarding industry? Transp A Transp Sci 13(8):679–707 (Studies used in the analysis)

    Google Scholar 

  99. Yangınlar G, Tuna F (2020) Havayolu taşımacılığında hizmet kalitesinin kurumsal imaj, müşteri memnuniyeti ve müşteri sadakati üzerindeki etkisi. İşletme Araştırmaları Dergisi 12(1):173–187 (Studies used in the analysis)

    Google Scholar 

  100. Yasvari TH, Ghassemi RA, Rahrovy E (2012) Influential factors on word of mouth in service ındustries (the case of Iran Airline Company). Int J Learn Dev 2(5):227–242 (Studies used in the analysis)

    Article  Google Scholar 

  101. Yıldırım İ, Şen S (2019) The effects of gamification on students’ academic achievement: a meta-analysis study. Interact Learn Environ 29(8):1301–1318

    Article  Google Scholar 

  102. Yilmaz V, Ari E, Oğuz YE (2021) Measuring service quality of the light rail public transportation: a case study on Eskisehir in Turkey. Case Stud Transp Policy 9(2):974–982

    Article  Google Scholar 

  103. Yoo M, Bai B (2013) Customer loyalty marketing research: a comparative approach between hospitality and business journals. Int J Hosp Manag 33:166–177

    Article  Google Scholar 

  104. Yun W, Hanson N (2020) Weathering consumer pricing sensitivity: the importance of customer contact and personalized services in the financial services industry. J Retail Consum Serv 55:102085

    Article  Google Scholar 

  105. Yusra Y, Agus A (2018) The influence of perceived service quality towards customer satisfaction and Loyalty in Airasia self check-in system. J Soc Sci Res 2:766–775 (Studies used in the analysis)

    Google Scholar 

  106. Zsigmond RV (2015) The effects of green practices and green ımage on customer perception: case of airline ındustry, Master's thesis, Eastern Mediterranean University (Studies used in the analysis)

Download references

Author information

Authors and Affiliations

  1. Department of International Trade and Logistics, Applied Sciences Faculty, Akdeniz University, Antalya, Turkey

    Ramazan Erturgut & Hasan Emin Gürler

Authors
  1. Ramazan Erturgut
    View author publications

    You can also search for this author in PubMed Google Scholar

  2. Hasan Emin Gürler
    View author publications

    You can also search for this author in PubMed Google Scholar

Corresponding author

Correspondence to Hasan Emin Gürler.

Ethics declarations

Conflict of interest

The authors declare no conflict of interest.

Additional information

Publisher's Note

Springer Nature remains neutral with regard to jurisdictional claims in published maps and institutional affiliations.

Rights and permissions

Springer Nature or its licensor (e.g. a society or other partner) holds exclusive rights to this article under a publishing agreement with the author(s) or other rightsholder(s); author self-archiving of the accepted manuscript version of this article is solely governed by the terms of such publishing agreement and applicable law.

Reprints and permissions

About this article

Check for updates. Verify currency and authenticity via CrossMark

Cite this article

Erturgut, R., Gürler, H.E. The Effect of Airline Passengers' Satisfaction on Loyalty: Do Region and Airline Carrier Matter? A Meta-analysis Study. Transp. in Dev. Econ. 9, 11 (2023). https://doi.org/10.1007/s40890-023-00181-y

Download citation

  • Received:

  • Accepted:

  • Published:

  • DOI: https://doi.org/10.1007/s40890-023-00181-y

Keywords

Search

Navigation