Factors influencing local customer loyalty, case : Low cost airline Vietjet air in Vietnam

Abstract

This study was conducted in order to evaluate the influence of relevant factors on

Customer Loyalty of Vietnam low cost airline, VietjetAir. The direct factors and indirect

factors influencing loyalty of customer are defined and be built as an airline customer

loyalty model. The quantitative method was used as the key method with the assistance

of statistical instrument. To achieve the primary data, customers of VietjetAir were

asked to fill in the paper survey; and their remarks would be the valuable contribution

for the research completion. Finally, through this research, VietjetAir may figure out

their gaps and also their strong points which help them bring out the suitable actions to

win the customer loyalty, an important determinant in today business.