An SEMartificial-neural-network analysis of the relationships between SERVPERF, customer satisfaction and loyalty among low-cost and full-service airline
The study examines the effects of SERVPERF on customer satisfaction and loyalty. A comparison between full service and low cost carriers is conducted. A predictive analytic approach via SEMartificial-neural-networks is engaged. Multiple group analysis is used to assess the group invariance. 63.1% and 55.6% of variance in customer satisfaction and loyalty are explained.
servperf customer satisfaction customer loyalty airline industry artificial neural networks