Organizational Images and Service Quality Affecting the Loyalty of the Customers Using the Services of the Low-Cost Airlines in the Northern Region

Abstract

The objectives of this research were 1) to study the organizational images affecting the loyalty of the customers using the services of the low-cost airlines in the northern region and 2) to study the service quality of the organizations affecting the loyalty of the customers using the services of the low-cost airlines in the northern region. The samples used in this research were 385 participants experiencing in using the services of the low-cost airlines in the northern region. The research instrument was a questionnaire. The statistics used were frequency, percentage, mean, standard deviation, multiple regression analysis, and correlation analysis.

            The research findings were as follows.

1. The organizational images affecting the loyalty of the customers using the services of the low-cost airlines in the northern region organized from the highest to the lowest influence were the services, the organizational reputation, the interpersonal contacts, the physical environment, and the organizational identity, respectively.
2. The service quality of the organizations affecting the loyalty of the customers using the services of the low-cost airlines in the northern region organized from the highest to the lowest influence were responding to the customer needs, paying attention to the customers, warranty, and trust and reliability, respectively.