Fonte: Journal of Tourism & Development; v. 1, n. 17/18 (2012); 439-454
Palavras-chave:
Resumo: With deregulation happening in the last decades in the aviation sector, it has developed a new perspective on competition, forcing existing firms or new entrants to change their way of positioning in this type of market. Therefore, a new concept of low-cost airlines (low-cost carriers) has emerged.The main objective of this study was to develop the model that permit assessed the loyalty of passengers using low-cost airlines. However, it is very difficult to measure true customer loyalty in the airline industry, because this may depend on various situational factors, not always easy to examine. We developed a conceptual model and their respective hypotheses, identifying the determinants and/or antecedents that have direct or indirect influenced the passengers’ loyalty on low-cost airlines, based on a review literature about the aviation sector, in general, and of low-cost companies, in particular. Thus, the principal antecedents of loyalty that have been proposed are passenger expectation, service quality, perceived value, passenger satisfaction, trust and corporate brand of the airline.
