How airline service quality determines the quantity of repurchase intention – Mediate and moderate effects of brand quality and perceived value

Kết quả hình ảnh cho How airline service quality determines the quantity of repurchase intention - Mediate and moderate effects of brand quality and perceived value images

Drawing on an integrated framework of service quality theory, this study develops and demonstrates a mediation-moderation model of airline service quality that influences the repurchase intentions of passengers. Unsurprisingly, brand attractiveness and memorable brand experiences are found to strengthen the positive effect of brand awareness and perceived value.

Based on the increasing attention paid to Chinese airline quality, this study conceptualizes service quality and asserts that “Airline service is a complex chain that reflects passengers’ expectations of services and is divided into different critical parts and stages in the service process” (Chen and Chang, 2005: 79).

Collected and summarized from the source below by Minh Pham  https://db.vista.gov.vn:2095/science/article/pii/S0969699718303041