Service Recovery Efforts as Key to Passenger Loyalty in the Airline Industry: The Case of Rwanda Air

dc.contributor.authorArthur Nuwagaba
dc.contributor.authorPolly Bangambaki Namaye
dc.contributor.authorFrank Ahimbisibwe
dc.contributor.authorSarah Nabachwa
dc.contributor.authorLydia Kisekka Namateefu
dc.contributor.authorGrace Flavia Lamuno
dc.date.accessioned2024-04-30T08:21:11Z
dc.date.available2024-04-30T08:21:11Z
dc.date.issued2018-03
dc.descriptionJournal Article
dc.description.abstractThe study sought to understand how service recovery efforts influence passenger loyalty in the airline industry using the case of Rwanda Air. This study was motivated by the fact that service failure and service recovery have attracted considerable attention in the airline industry. The study was premised on the objective to establish whether the service recovery efforts by the airlines influence passenger loyalty. Using a closed ended- on line administered questionnaire, the respondents were asked to rate the different constructs of service recovery identified through literature review. These respondents were only corporate passengers got from the Rwanda air offices in Kampala and Kigali. The questionnaires were then downloaded and entered into SPSS for Analysis. The relationship between Service Recovery and passenger Loyalty were analysed based on four items as independent variables (Reliability, Responsiveness, assurance and Empathy). Results show that there is a statistical significant positive relationship between service recovery and passenger loyalty, F (4, 86) = 2.461, p< 0.05. R Square .061, this implies that 6.1% of variation in passenger Loyalty was explained by the independent variables included in the model.
dc.identifier.citationNuwagaba et al.….. Int. J. Innovative Info. Systems & Tech. Res. 6 (1):15-20, 2018
dc.identifier.issn2467-8562
dc.identifier.urihttps://hdl.handle.net/20.500.11951/1241
dc.language.isoen
dc.publisherSEAHI PUBLICATIONS
dc.titleService Recovery Efforts as Key to Passenger Loyalty in the Airline Industry: The Case of Rwanda Air
dc.typeArticle

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