Mimouni-Chaabane and Volle (2010) stated that brand performance characteristics, relationship quality, and relational benefits have been recognised as significant concept in order to be incorporated in the customer loyalty model of airline. In order to achieve customer loyalty there are different features that must be considered by them. It is noticed that with the help of effective implementation of customer loyalty model in the airline industry they would be able to achieve customer satisfaction along with trustworthiness. This aspect helps them to achieve their desired goals and objectives that are linked directly with the loyalty programs and schemes. The customer loyalty model in airline industry that must be considered by the organisations
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In order to define the social brand performance the airline companies have to implement customer loyalty program because it helps them in determining their position in the eyes of clients. The purpose of evaluating social brand performance is to meet the social needs of consumers. Therefore, it is linked to the competence of the brand to support airline clients in articulating their values as well as lifestyle within their social environment. Mimouni-Chaabane and Volle (2010) stated that social environment consist of all social interactions that are present between and among people. The macro social environment is known as indirect and vicarious social interactions due to the customers are influenced towards their general beliefs and values. While on the other hand, the microenvironment consists of face-to-face social interaction that takes place between smaller groups of people such as reference groups and …show more content…
In order to analyse the quality of service of the airline company the suitable approach is measuring the perceptions of customers regarding the company. It is important for the airline organisations to focus on their service quality because it is the basis of attracting customers. It is observed that the clients prefer to avail the services of those organisations that are best not only in terms of cost but also in terms of quality. For the customer, quality is the aspect on which no comprise can be made and they go towards the firm that offers highest quality service. Chen and Hu (2013) stated that airline service quality has been recognised as the important driver of customer loyalty, customer satisfaction and the choice of customers’ airline. Three different dimensions can be used by organisations for measuring service quality including, customer service and reliability, convenience as well as in-flight service and accessibility. While, functional, social and psychological benefits associated with the airline service is influenced extensively by understanding perceived service quality as the favourable and positive evaluation made by the
In order to define the social brand performance the airline companies have to implement customer loyalty program because it helps them in determining their position in the eyes of clients. The purpose of evaluating social brand performance is to meet the social needs of consumers. Therefore, it is linked to the competence of the brand to support airline clients in articulating their values as well as lifestyle within their social environment. Mimouni-Chaabane and Volle (2010) stated that social environment consist of all social interactions that are present between and among people. The macro social environment is known as indirect and vicarious social interactions due to the customers are influenced towards their general beliefs and values. While on the other hand, the microenvironment consists of face-to-face social interaction that takes place between smaller groups of people such as reference groups and …show more content…
In order to analyse the quality of service of the airline company the suitable approach is measuring the perceptions of customers regarding the company. It is important for the airline organisations to focus on their service quality because it is the basis of attracting customers. It is observed that the clients prefer to avail the services of those organisations that are best not only in terms of cost but also in terms of quality. For the customer, quality is the aspect on which no comprise can be made and they go towards the firm that offers highest quality service. Chen and Hu (2013) stated that airline service quality has been recognised as the important driver of customer loyalty, customer satisfaction and the choice of customers’ airline. Three different dimensions can be used by organisations for measuring service quality including, customer service and reliability, convenience as well as in-flight service and accessibility. While, functional, social and psychological benefits associated with the airline service is influenced extensively by understanding perceived service quality as the favourable and positive evaluation made by the