Examining Factors Affect Passengers Satisfaction and Loyalty: A comparative Analysis from Jordan Airport

This paper investigates the relationships between service quality, perceived value, and corporate image on passengers’ satisfaction and loyalty from the perspective of national (NA) and international (IA) airlines passengers in Jordan airport. Two models were established for this purpose. The results revealed that: (1) NA and IA passengers ensure that service quality is directly and significantly enhances passenger satisfaction which also influences service loyalty. Moreover, they believe that perceived value is positively related to passenger satisfaction, (2) NA and IA passengers emphasize the positive relationship between perceived value and passenger satisfaction, whereas they show a partial effect of perceived value on service loyalty, (3) NA passengers indicate a positive effect of perceived value on cognitive loyalty. However, AI passengers strongly relate perceived value with cognitive loyalty, (4) NA passengers relates strongly corporate image with passenger satisfaction and perceived value. However, IA passengers indicate a slight effect of corporate image on PS and perceived value and (5) NA and IA passengers reveal an indirect relationship between corporate image and cognitive loyalty. In conclusion, service quality and perceived values are found the key factors which affect passenger satisfaction and consequently passengers’ loyalty. Considering these findings in planning and improvement activities enable airlines to improve their performance as well as compete in today’s harsh competition. Key word: Passenger Satisfaction, Loyalty, Perceived Value, Corporate Image

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