An SEM–artificial-neural-network analysis of the relationships between SERVPERF, customer satisfaction and loyalty among low-cost and full-service airline

作者：

Highlights：

• The study examines the effects of SERVPERF on customer satisfaction and loyalty.

• A comparison between full service and low cost carriers is conducted.

• A predictive analytic approach via SEM–artificial-neural-networks is engaged.

• Multiple group analysis is used to assess the group invariance.

• 63.1% and 55.6% of variance in customer satisfaction and loyalty are explained.

摘要

•The study examines the effects of SERVPERF on customer satisfaction and loyalty.•A comparison between full service and low cost carriers is conducted.•A predictive analytic approach via SEM–artificial-neural-networks is engaged.•Multiple group analysis is used to assess the group invariance.•63.1% and 55.6% of variance in customer satisfaction and loyalty are explained.

论文关键词：Customer satisfaction,Customer loyalty,Airline industry,Artificial neural networks,SERVPERF

论文评审过程：Available online 29 April 2015, Version of Record 26 May 2015.

论文官网地址：https://doi.org/10.1016/j.eswa.2015.04.043