Research on the Service Quality, Customer Satisfaction and Customer Loyalty-Taking Corporate Image as a Moderating Variable

Abstract

The development of the aviation industry has been more highly regarded than before. Airline companies should improve service quality to increase consumer satisfaction and consumer motivation to attract more potential consumers. This study aims to explore the correlation among service quality, customer satisfaction and customer loyalty, using corporate image as a moderator between service quality and customer satisfaction. This study developed the framework and a questionnaire through the literature review. Questionnaire data was analyzed by SPSS. The analysis methods were narrative statistics, factor analysis, reliability analysis and regression analysis to test the research hypotheses. This study offers some contributions to the aviation industry with regards to service quality and corporate image, and provides suggestions for further based on the research limitations.