How to cite this paper
Anh, T., Duc, T., Thi, T & Hong, N. (2020). Evaluating the determinants of Vietnamese frequent flyers’ loyalty in civil aviation industry: The case of Delta air lines.Management Science Letters , 10(2), 391-398.
Refrences
Anh, T., Hanh, P., Cam, L., Van, K., & Dinh, L. (2019). A study of the factors affecting the content created by internation-al travellers in Vietnam. Management Science Letters, 9(12), 2051-2062.
Allahham, A. (2013). Determinants of customer satisfaction in healthcare services. International Journal of Business and Management Invention, 2(12), 59-64.
Anderson, J. C., & Gerbing, D. W. (1988). Structural equation modeling in practice: A review and recommended two-step approach. Psychological bulletin, 103(3), 411.
Bishop Jr, W. R. (1984). Competitive intelligence. Progressive Grocer, 63(3), 19-20.
Bitner, M. J., & Hubbert, A. R. (1994). Encounter satisfaction versus overall satisfaction versus quality. Service Quality: New Directions in Theory and Practice, 34(2), 72-94.
Bloemer, J., De Ruyter, K., & Peeters, P. (1998). Investigating drivers of bank loyalty: the complex relationship between image, service quality and satisfaction. International Journal of bank marketing, 16(7), 276-286.
Bolton, R. N., Kannan, P. K., & Bramlett, M. D. (2000). Implications of loyalty program membership and service experi-ences for customer retention and value. Journal of the Academy of Marketing Science, 28(1), 95-108.
Cam, L. N. T., Anh, T. T., Moslehpour, M., & Thanh, X. D. T. (2019, February). Exploring the Impact of Traditional and Electronic Word of Mouth on Travel intention. In Proceedings of the 2019 5th International Conference on E-Business and Applications (pp. 83-87). ACM.
Chou, C. C., Liu, L. J., Huang, S. F., Yih, J. M., & Han, T. C. (2011). An evaluation of airline service quality using the fuzzy weighted SERVQUAL method. Applied Soft Computing, 11(2), 2117-2128.
Clemes, M. D., Wu, H. C. J., Hu, B. D., & Gan, C. (2009). An empirical study of behavioral intentions in the Taiwan hotel industry. Innovative Marketing, 5(3), 30-50.
Cronin Jr, J. J., & Taylor, S. A. (1992). Measuring service quality: a reexamination and extension. Journal of Market-ing, 56(3), 55-68.
Dodds, W. B., & Monroe, K. B. (1985). The effect of brand and price information on subjective product evaluations. ACR North American Advances.
Faullant, R., Matzler, K., & Füller, J. (2008). The impact of satisfaction and image on loyalty: the case of Alpine ski re-sorts. Managing Service Quality: An International Journal, 18(2), 163-178.
Gursoy, D., Kim, K., & Uysal, M. (2004). Perceived impacts of festivals and special events by organizers: an extension and validation. Tourism Management, 25(2), 171-181.
Hart, A. E., & Rosenberger III, P. J. (2004). The effect of corporate image in the formation of customer loyalty: An Aus-tralian replication. Australasian Marketing Journal (AMJ), 12(3), 88-96.
Holbrook, M. B., & Corfman, K. P. (1985). Quality and value in the consumption experience: Phaedrus rides again. Perceived Quality, 31(2), 31-57.
Ishaq, M. I., Bhutta, M. H., Hamayun, A. A., Danish, R. Q., & Hussain, N. M. (2014). Role of corporate image, product quality and customer value in customer loyalty: Intervening effect of customer satisfaction. Journal of Basic and Ap-plied Scientific Research, 4(4), 89-97.
Kim, Y. K., & Lee, H. R. (2011). Customer satisfaction using low cost carriers. Tourism Management, 32(2), 235-243.
Kotler P. (2000). Marketing Management. 10th edition. New Jersey, Prentice-Hall.
Lee, M., & Cunningham, L. F. (2001). A cost/benefit approach to understanding service loyalty. Journal of Services Mar-keting, 15(2), 113-130.
Levesque, T., & McDougall, G. H. (1996). Determinants of customer satisfaction in retail banking. International Journal of Bank Marketing, 14(7), 12-20.
Lichtenstein, D. R., Ridgway, N. M., & Netemeyer, R. G. (1993). Price perceptions and consumer shopping behavior: a field study. Journal of Marketing Research, 30(2), 234-245.
Lin, S. P., Chan, Y. H., & Tsai, M. C. (2009). A transformation function corresponding to IPA and gap analysis. Total Quality Management, 20(8), 829-846.
Morash, E. A., & Ozment, J. (1994). Toward management of transportation service quality. Logistics and Transportation Review, 30(2), 115.
Nguyen, N., & Leblanc, G. (2002). Contact personnel, physical environment and the perceived corporate image of intangi-ble services by new clients. International Journal of Service Industry Management, 13(3), 242-262.
Oliver, R. L. (1999). Whence consumer loyalty?. Journal of marketing, 63(4_suppl1), 33-44.
Ostrowski, P. L., O'Brien, T. V., & Gordon, G. L. (1993). Service quality and customer loyalty in the commercial airline industry. Journal of Travel Research, 32(2), 16-24.
Park, J. W., Robertson, R., & Wu, C. L. (2006). Modelling the impact of airline service quality and marketing variables on passengers’ future behavioural intentions. Transportation Planning and Technology, 29(5), 359-381.
Russ, K. R. (2006). Consumer expectation formation in health care services: A psycho-social model.
Sureshchandar, G. S., Rajendran, C., & Anantharaman, R. N. (2002). The relationship between service quality and custom-er satisfaction–a factor specific approach. Journal of Services Marketing, 16(4), 363-379.
Tho, N. D., &Trang, N. T. (2009). Nghien Cuu Khoa Hoc trong Quan Tri Kinh Doanh (Science Study in Business Admin-istration). Ho Chi Minh City. Nha Xuat Ban Thong Ke (Statistics Press).
Uncles, M. D., Dowling, G. R., & Hammond, K. (2003). Customer loyalty and customer loyalty programs. Journal of Con-sumer Marketing, 20(4), 294-316.
Velimirović, D., Velimirović, M., & Stanković, R. (2011). Role and importance of key performance indicators measure-ment. Serbian Journal of Management, 6(1), 63-72.
Yi, Y. (1991). A Critical Review of Consumer Satisfaction. In V. A. Zeithaml (Ed.), Review of Marketing 1990 (pp. 68-123).
Zeithaml, V. A. (1988). Consumer perceptions of price, quality, and value: a means-end model and synthesis of evi-dence. Journal of Marketing, 52(3), 2-22.
Allahham, A. (2013). Determinants of customer satisfaction in healthcare services. International Journal of Business and Management Invention, 2(12), 59-64.
Anderson, J. C., & Gerbing, D. W. (1988). Structural equation modeling in practice: A review and recommended two-step approach. Psychological bulletin, 103(3), 411.
Bishop Jr, W. R. (1984). Competitive intelligence. Progressive Grocer, 63(3), 19-20.
Bitner, M. J., & Hubbert, A. R. (1994). Encounter satisfaction versus overall satisfaction versus quality. Service Quality: New Directions in Theory and Practice, 34(2), 72-94.
Bloemer, J., De Ruyter, K., & Peeters, P. (1998). Investigating drivers of bank loyalty: the complex relationship between image, service quality and satisfaction. International Journal of bank marketing, 16(7), 276-286.
Bolton, R. N., Kannan, P. K., & Bramlett, M. D. (2000). Implications of loyalty program membership and service experi-ences for customer retention and value. Journal of the Academy of Marketing Science, 28(1), 95-108.
Cam, L. N. T., Anh, T. T., Moslehpour, M., & Thanh, X. D. T. (2019, February). Exploring the Impact of Traditional and Electronic Word of Mouth on Travel intention. In Proceedings of the 2019 5th International Conference on E-Business and Applications (pp. 83-87). ACM.
Chou, C. C., Liu, L. J., Huang, S. F., Yih, J. M., & Han, T. C. (2011). An evaluation of airline service quality using the fuzzy weighted SERVQUAL method. Applied Soft Computing, 11(2), 2117-2128.
Clemes, M. D., Wu, H. C. J., Hu, B. D., & Gan, C. (2009). An empirical study of behavioral intentions in the Taiwan hotel industry. Innovative Marketing, 5(3), 30-50.
Cronin Jr, J. J., & Taylor, S. A. (1992). Measuring service quality: a reexamination and extension. Journal of Market-ing, 56(3), 55-68.
Dodds, W. B., & Monroe, K. B. (1985). The effect of brand and price information on subjective product evaluations. ACR North American Advances.
Faullant, R., Matzler, K., & Füller, J. (2008). The impact of satisfaction and image on loyalty: the case of Alpine ski re-sorts. Managing Service Quality: An International Journal, 18(2), 163-178.
Gursoy, D., Kim, K., & Uysal, M. (2004). Perceived impacts of festivals and special events by organizers: an extension and validation. Tourism Management, 25(2), 171-181.
Hart, A. E., & Rosenberger III, P. J. (2004). The effect of corporate image in the formation of customer loyalty: An Aus-tralian replication. Australasian Marketing Journal (AMJ), 12(3), 88-96.
Holbrook, M. B., & Corfman, K. P. (1985). Quality and value in the consumption experience: Phaedrus rides again. Perceived Quality, 31(2), 31-57.
Ishaq, M. I., Bhutta, M. H., Hamayun, A. A., Danish, R. Q., & Hussain, N. M. (2014). Role of corporate image, product quality and customer value in customer loyalty: Intervening effect of customer satisfaction. Journal of Basic and Ap-plied Scientific Research, 4(4), 89-97.
Kim, Y. K., & Lee, H. R. (2011). Customer satisfaction using low cost carriers. Tourism Management, 32(2), 235-243.
Kotler P. (2000). Marketing Management. 10th edition. New Jersey, Prentice-Hall.
Lee, M., & Cunningham, L. F. (2001). A cost/benefit approach to understanding service loyalty. Journal of Services Mar-keting, 15(2), 113-130.
Levesque, T., & McDougall, G. H. (1996). Determinants of customer satisfaction in retail banking. International Journal of Bank Marketing, 14(7), 12-20.
Lichtenstein, D. R., Ridgway, N. M., & Netemeyer, R. G. (1993). Price perceptions and consumer shopping behavior: a field study. Journal of Marketing Research, 30(2), 234-245.
Lin, S. P., Chan, Y. H., & Tsai, M. C. (2009). A transformation function corresponding to IPA and gap analysis. Total Quality Management, 20(8), 829-846.
Morash, E. A., & Ozment, J. (1994). Toward management of transportation service quality. Logistics and Transportation Review, 30(2), 115.
Nguyen, N., & Leblanc, G. (2002). Contact personnel, physical environment and the perceived corporate image of intangi-ble services by new clients. International Journal of Service Industry Management, 13(3), 242-262.
Oliver, R. L. (1999). Whence consumer loyalty?. Journal of marketing, 63(4_suppl1), 33-44.
Ostrowski, P. L., O'Brien, T. V., & Gordon, G. L. (1993). Service quality and customer loyalty in the commercial airline industry. Journal of Travel Research, 32(2), 16-24.
Park, J. W., Robertson, R., & Wu, C. L. (2006). Modelling the impact of airline service quality and marketing variables on passengers’ future behavioural intentions. Transportation Planning and Technology, 29(5), 359-381.
Russ, K. R. (2006). Consumer expectation formation in health care services: A psycho-social model.
Sureshchandar, G. S., Rajendran, C., & Anantharaman, R. N. (2002). The relationship between service quality and custom-er satisfaction–a factor specific approach. Journal of Services Marketing, 16(4), 363-379.
Tho, N. D., &Trang, N. T. (2009). Nghien Cuu Khoa Hoc trong Quan Tri Kinh Doanh (Science Study in Business Admin-istration). Ho Chi Minh City. Nha Xuat Ban Thong Ke (Statistics Press).
Uncles, M. D., Dowling, G. R., & Hammond, K. (2003). Customer loyalty and customer loyalty programs. Journal of Con-sumer Marketing, 20(4), 294-316.
Velimirović, D., Velimirović, M., & Stanković, R. (2011). Role and importance of key performance indicators measure-ment. Serbian Journal of Management, 6(1), 63-72.
Yi, Y. (1991). A Critical Review of Consumer Satisfaction. In V. A. Zeithaml (Ed.), Review of Marketing 1990 (pp. 68-123).
Zeithaml, V. A. (1988). Consumer perceptions of price, quality, and value: a means-end model and synthesis of evi-dence. Journal of Marketing, 52(3), 2-22.