| dc.description.abstract | The low-cost airline (LCA) sector in Vietnam has recognized the significance
of passenger relationship management due to the intense competition in the transportation
industry. Nonetheless, certain factors that influence the loyalty of LCA passengers, such
as the self-efficacy of service employees, pricing, service recovery, passenger trust, and
satisfaction, have not been given appropriate attention. This study investigates the impact
of crucial antecedents on passenger loyalty in the context of Vietjet Air – a low-cost airline
in Vietnam. A total of 209 LCA passengers who had experienced airline service were
surveyed primarily through an online form. The findings of our study suggest that service
employees who are effective not only have a favorable impact on service recovery and
pricing, but also augment the trust of passengers. The self-efficacy of service employees
has been found to have a negative correlation with negative service experiences. However,
its primary effect is on enhancing passenger satisfaction. The results of our structural
equation modelling analysis provide empirical support for our theoretical predictions that
the self-efficacy of service employees, the effectiveness of service recovery efforts, and
the level of trust that passengers have in the service provider significantly influence
passenger satisfaction. The enhancement of passenger loyalty is primarily driven by the
satisfaction of passengers. The present study offers new perspectives on the behaviors of
passengers in the context of LCA and highlights the managerial and research implications
that can aid in establishing effective passenger relationship management. | en_US |
