Factors affecting airlines customers’ loyalty toward electronic ticketing in Jordan

العناوين الأخرى

العوامل المؤثرة في ولاء عملاء الخطوط الجوية اتجاه التذاكر الإلكترونية في الأردن

مقدم أطروحة جامعية

al-Badayinah, Dara Dhiyab

مشرف أطروحة جامعية

Awwad, Muhammad Sulayman Uqlah

الجامعة

جامعة مؤتة

الكلية

كلية إدارة الأعمال

القسم الأكاديمي

قسم إدارة الأعمال

دولة الجامعة

الأردن

الدرجة العلمية

ماجستير

تاريخ الدرجة العلمية

2012

الملخص الإنجليزي

This study aimed at investigating the factors that affect Airlines customer’s Loyalty toward electronic ticketing In Jordan.

Based on the literature review, a number of carefully selected variables were adopted which consist of five independent variables (trust, price fairness, convenience, privacy and payment methods), a mediator variable (customer satisfaction) and the dependent variable (customer loyalty).

To achieve this objective, several hypotheses were formulated and tested using SmartPLS 2.0 M3 release to determine the interactions between the various factors.

A questionnaire consisting of 31 five point likert scale type items were adapted and distributed to a convenience sample of 400 respondents.

325 questionnaires were suitable for analysis with a response rate of 81%.

The results showed that trust, price fairness, and convenience have a positive direct effect on customers’ satisfaction and an indirect effect (through satisfaction) on customers’ loyalty, while the privacy and payment methods have no direct effect on satisfaction nor indirect effect (through satisfaction) on loyalty.

Based on the study findings a number of recommendations were suggested and some future researches are proposed.

التخصصات الرئيسية

إدارة الأعمال

عدد الصفحات

57

قائمة المحتويات

• APA
• MLA
• AMA

لغة النص

الإنجليزية

نوع البيانات

رسائل جامعية

رقم السجل

BIM-793520