Analysis of factors affecting the loyalty of Iran Air’s Frequent Flyer passengers

Abstract

This research tries to investigate the relationships among factors of satisfaction, image, trust, effective relations, and loyalty. The statistical population of this research consists of members of the Iran Air’s Sky Gift Club (In three levels of Gold, Silver and Blue). As for the sampling technique, random sampling is used; and questionnaire is employed as data gathering tool. For the reliability testing we get use of split-half technique. Additionally, tests of Chi-square, Friedman and Spearman's correlation coefficient are conducted for examining the research questions and obtaining the results. Findings demonstrate that factors of satisfaction, image, trust, and effective relations, have influence on passengers’ loyalty in every one of the three levels, although differing in priority of impacts. According to the findings, for Golden Passengers the most effective factor on the loyalty is trust, while the least effective belongs to image. In the Silver level, effective relations have the most and image has the least influence on loyalty. In the Blue level, satisfaction and effective relations are of the most and the least influences respectively.

Keywords

• satisfactions
• trust
• image
• effective relations
• loyalty
• air line