Journal
JOURNAL OF AIR TRANSPORT MANAGEMENT
Volume 113, Issue -, Pages -Publisher
ELSEVIER SCI LTD
DOI: 10.1016/j.jairtraman.2023.102487
Keywords
Airlines; Behavioral intention; Commitment loyalty; Personality traits; Satisfaction
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This study investigates the determinants of satisfaction and behavioral intention loyalty in the U.S. airline industry and finds that factors such as service quality, trust, and personality traits have a positive impact on satisfaction and behavioral intention loyalty.
This study investigates the determinants of satisfaction and behavioral intention loyalty in the U.S. airline industry, adopting various predictors including personality traits, service quality, trust, and conative (commitment) loyalty. Based on a dataset of 624 respondents from an online survey, this study provides empirical evidence, using Ordinary Least Squares (OLS) regression, on the effects the Big Five personality traits, organizational trust, and commitment loyalty have on satisfaction and behavioral intention loyalty. The major findings show that service quality, trust, openness, and agreeableness positively affect satisfaction; meanwhile, satisfaction is negatively affected by extraversion. Service quality, trust, commitment loyalty, and satisfaction have positive effects on conative (behavioral intention) loyalty.
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