Effects of perceived justice of FFP on traveler's satisfaction and Loyalty: Case of Taiwan airlines

• Main Authors: Liao Huei Ting, 廖慧婷
• Other Authors: Hu Chieh Jen
• Format: Others
• Language: zh-TW
• Published: 2009
• Online Access: http://ndltd.ncl.edu.tw/handle/76776839539359043350

碩士 === 開南大學 === 物流與航運管理學系 === 97 === Recently, with the great competition, the domestic industry airlines have been focusing on developing the relationship with their customers, so that meeting the requirements and enhancing customers’ loyalty have become the very essential concern for all airlines in Taiwan. The purpose of this study is to explore the effects of Frequent Flyer Program (FFP) and perceived justice on customer’s satisfaction and loyalty of airline’s passengers. According to the literature review, the structural equation modeling (SEM) is conducted to evaluate the above issue. By the means of questionnaire, the data are collected from the members of the FFPs like China and Eva airline’s. The results find that customer satisfaction has a positive effect on loyalty. When the customers are satisfied with the interaction justice of the FFPs, then they’ll be more willing to cooperate and develop longer loyal relationship with the airlines. Moreover, the study also found that interactive justice has the most positive effect on customer satisfaction respectively, procedure justice has less positive effect followed. As far as distributive justice is concerned, for the members of the FFPs, the result showed not much effect here. Finally, this study mentioned some managerial implications are implied by the research results, and it may offered some suggestions to future researches.