The impact of customer experience on customer loyalty: Evidence from low-cost airlines in Ho Chi Minh City

The impact of customer experience on customer loyalty: Evidence from low-cost airlines in Ho Chi Minh City

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The objective of this study is to determine the factors of customer experience that influence customer loyalty.Besides, the mediating role of customer satisfaction will also be considered.Data was collected from a survey of 696 passengers who live in Ho Chi Minh City and used flight service with low-cost airlines in Vietnam.

The research results koleston 55/44 from the Partial Least Squares Structural Equation Modeling (PLS-SEM) showed that six factors of customer experience have positively impacted customer goveda juha loyalty in descending order as follows: Flight attendant quality, Check-in/luggage service, Online Booking Service, Convenient Flight Schedule, Lounge, and Service Reliability.In addition, these relationships have been mediated totally by customer satisfaction.The study also suggested some implications for building a better service experience at low-cost airlines in Ho Chi Minh City to increase customer loyalty.