مجلة الباحث الإقتصادي
Volume 14, Numéro 1, Pages 13-28
2026-06-30
Enhancing Customer Loyalty In The Low-cost Airline Sector Through The Mediating Role Of Satisfaction And Trust: A Case Study Of Transavia Passengers
Authors : Benachenhou Sidi Mohammed . Zeghoudi Ahmed .
Abstract
Given the intense competition in the air transport sector, passenger relationship management has become a major concern. However, the impact that relational variables such as service quality and ticket price can have on low-cost airline passenger trust, satisfaction, and loyalty is often overlooked. Therefore, in this research paper, we attempt to study the impact of relational factors on low-cost airline passenger loyalty by identifying the mediating role of trust and passenger satisfaction. To do this, we conducted opinion surveys with 400 passengers Transavia of the low-cost airline and analyzed the data using structural equation modeling methods. Our results indicate that service quality and ticket price do not directly affect passenger loyalty but rather exert an indirect effect through the mediation of passenger satisfaction. The results also support our hypothetical predictions that passenger satisfaction has a significant impact on passenger loyalty, and that passenger trust plays no mediating role in this relationship. We therefore conclude that passenger satisfaction is the main driver of passenger loyalty, rather than the direct influence of service quality, ticket price and passengers’ trust. This research provides new insights into the determinants of low-cost airline passenger loyalty, as well as theoretical and managerial implications that can benefit administrators in the low-cost airline sector.
Keywords
Service Quality ; Ticket Price ; ; Trust ; ; Satisfaction ; ; Loyalty ; and Low-Cost Airlines
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