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A Study on factors Influence Customer Retention towards XYZ Airlines

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dc.contributor.author Gunasekara, M.A.N.P.
dc.date.accessioned 2015-12-04T08:16:10Z
dc.date.available 2015-12-04T08:16:10Z
dc.date.issued 2015
dc.identifier.citation Gunasekara, M.A.N.P. 2015. A Study on factors Influence Customer Retention towards XYZ Airlines. 6th International Conference on Business & Information ICBI – 2015, Faculty of Commerce and Management Studies, University of Kelaniya, Sri Lanka. pp 521-534. en_US
dc.identifier.issn 2465-6399
dc.identifier.uri http://repository.kln.ac.lk/handle/123456789/10608
dc.description.abstract Since the last decade, customer retention has been a central issue in management, and marketing decisions of firms. This phenomenon is good for the general well-being of the firms. Benefits of customer retention from a different perspective, especially from that of economic, cannot be over-emphasized as they culminate in the overall profitability of firms. The open skies policy in the air transport industry all over the world sparked intense competition and has witnessed a proliferation of airlines into the industry. This reminds us of the deliberate workable strategies aimed at not only acquiring customers, but also keeping them. Several studies have been conducted to identify the relationship between customer satisfaction and business performance in the airline industry but less from the customer retention perspective. The aim of this study was to find out the impact of customer retention in xyz airlines on business performance. In that case customer retention acts as a mediator variable in the model. A quantitative method and survey questionnaire were used to investigate the problem. The survey design was a cross-sectional non-experimental study of 100 respondents which was sampled by using a random sampling technique. Exploratory data analysis and correlation analysis were used. The analysis of the study clearly exposed that all the six constructs used in the study namely; customer satisfaction, switching cost, price perception, customer loyalty, perceived service quality and customer service are significantly and positively associated with business performance. Despite limitations like generalizability, the findings of this study provide evidence that airline industry professionals are required to work closely with these strategies, especially with Airline Service Quality and Airline Switching Barriers. It is essential to fine-tune the strategies to reflect the exigencies of the time. en_US
dc.language.iso en en_US
dc.publisher Faculty of Commerce and Management Studies, University of Kelaniya en_US
dc.subject Retention en_US
dc.subject Airline en_US
dc.subject Business Performance en_US
dc.title A Study on factors Influence Customer Retention towards XYZ Airlines en_US
dc.type Article en_US


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