{"id":"https://openalex.org/W4402469352","doi":"https://doi.org/10.1016/j.sftr.2024.100299","title":"Navigating loyalty and trust in the skies: The mediating role of customer satisfaction and image for sustainable airlines","display_name":"Navigating loyalty and trust in the skies: The mediating role of customer satisfaction and image for sustainable airlines","publication_year":2024,"publication_date":"2024-09-12","ids":{"openalex":"https://openalex.org/W4402469352","doi":"https://doi.org/10.1016/j.sftr.2024.100299"},"language":"en","primary_location":{"id":"doi:10.1016/j.sftr.2024.100299","doi":"https://doi.org/10.1016/j.sftr.2024.100299","is_oa":true,"landing_page_url":"https://doi.org/10.1016/j.sftr.2024.100299","pdf_url":null,"source":{"id":"https://openalex.org/S4210222494","display_name":"Sustainable Futures","issn_l":"2666-1888","issn":["2666-1888"],"is_oa":true,"is_in_doaj":true,"is_core":true,"listed_in":["abdc-c","anvur-class-a","anvur-scientific","cwts-core","doaj","jufo-1","norway-1","poland-20","vabb-shw"],"host_organization":"https://openalex.org/P4310320990","host_organization_name":"Elsevier BV","host_organization_lineage":["https://openalex.org/P4310320990"],"host_organization_lineage_names":["Elsevier BV"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Sustainable Futures","raw_type":"journal-article"},"volume":null,"type":"article","is_traditional":true,"indexed_in":["crossref","doaj"],"open_access":{"is_oa":true,"oa_status":"gold","oa_url":"https://doi.org/10.1016/j.sftr.2024.100299","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5073088592","display_name":"Irfan Hameed","orcid":"https://orcid.org/0000-0002-1484-6133","observed_orcids":["https://orcid.org/0000-0002-1484-6133"]},"institutions":[{"id":"https://openalex.org/I4210143550","display_name":"Taylor's University","ror":"https://ror.org/0498pcx51","country_code":"MY","type":"education","lineage":["https://openalex.org/I4210143550"]}],"countries":["MY"],"is_corresponding":true,"raw_author_name":"Irfan Hameed","raw_affiliation_strings":["School of Media and Communication, Faculty of Social Sciences and Leisure Management, Taylor's University, Subang Jaya, Malaysia"],"raw_orcid":"https://orcid.org/0000-0002-1484-6133","affiliations":[{"raw_affiliation_string":"School of Media and Communication, Faculty of Social Sciences and Leisure Management, Taylor's University, Subang Jaya, Malaysia","institution_ids":["https://openalex.org/I4210143550"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5109780821","display_name":"Rajat Subhra Chatterjee","orcid":"https://orcid.org/0000-0001-7550-0585","observed_orcids":["https://orcid.org/0000-0001-7550-0585"]},"institutions":[{"id":"https://openalex.org/I55285296","display_name":"UCSI University","ror":"https://ror.org/019787q29","country_code":"MY","type":"education","lineage":["https://openalex.org/I55285296"]}],"countries":["MY"],"is_corresponding":false,"raw_author_name":"Rajat Subhra Chatterjee","raw_affiliation_strings":["Faculty of Business and Management, UCSI University, Kuala Lumpur, Malaysia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Faculty of Business and Management, UCSI University, Kuala Lumpur, Malaysia","institution_ids":["https://openalex.org/I55285296"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5023082041","display_name":"Bibi Zainab","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I4210150297","display_name":"Institute of Business Management","ror":"https://ror.org/048w4c951","country_code":"PK","type":"education","lineage":["https://openalex.org/I4210150297"]}],"countries":["PK"],"is_corresponding":false,"raw_author_name":"Bibi Zainab","raw_affiliation_strings":["College of Business Management, Institute of Business Management, Karachi, Pakistan"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"College of Business Management, Institute of Business Management, Karachi, Pakistan","institution_ids":["https://openalex.org/I4210150297"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5107156122","display_name":"Ang Xian Tzhe","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I55285296","display_name":"UCSI University","ror":"https://ror.org/019787q29","country_code":"MY","type":"education","lineage":["https://openalex.org/I55285296"]}],"countries":["MY"],"is_corresponding":false,"raw_author_name":"Ang Xian Tzhe","raw_affiliation_strings":["Faculty of Business and Management, UCSI University, Kuala Lumpur, Malaysia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Faculty of Business and Management, UCSI University, Kuala Lumpur, Malaysia","institution_ids":["https://openalex.org/I55285296"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5107178466","display_name":"Lim Shea Yee","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I55285296","display_name":"UCSI University","ror":"https://ror.org/019787q29","country_code":"MY","type":"education","lineage":["https://openalex.org/I55285296"]}],"countries":["MY"],"is_corresponding":false,"raw_author_name":"Lim Shea Yee","raw_affiliation_strings":["Faculty of Business and Management, UCSI University, Kuala Lumpur, Malaysia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Faculty of Business and Management, UCSI University, Kuala Lumpur, Malaysia","institution_ids":["https://openalex.org/I55285296"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5101520344","display_name":"Kamran Khan","orcid":"https://orcid.org/0000-0003-0434-2094","observed_orcids":["https://orcid.org/0000-0003-0434-2094"]},"institutions":[{"id":"https://openalex.org/I40597779","display_name":"Federal Urdu University","ror":"https://ror.org/02b52th27","country_code":"PK","type":"education","lineage":["https://openalex.org/I40597779"]}],"countries":["PK"],"is_corresponding":false,"raw_author_name":"Kamran Khan","raw_affiliation_strings":["Department of Business Administration, Federal Urdu University of Arts, Science, and Technology, Karachi, Pakistan"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Business Administration, Federal Urdu University of Arts, Science, and Technology, Karachi, Pakistan","institution_ids":["https://openalex.org/I40597779"]}]}],"institutions":[],"countries_distinct_count":2,"institutions_distinct_count":4,"corresponding_author_ids":["https://openalex.org/A5073088592"],"corresponding_institution_ids":["https://openalex.org/I4210143550"],"apc_list":{"value":1880,"currency":"USD","value_usd":1880},"apc_paid":{"value":1880,"currency":"USD","value_usd":1880},"fwci":11.8621,"has_fulltext":false,"cited_by_count":48,"citation_normalized_percentile":{"value":0.98651315,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":99,"max":100},"biblio":{"volume":"8","issue":null,"first_page":"100299","last_page":"100299"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9980000257492065,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9980000257492065,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11599","display_name":"Aviation Industry Analysis and Trends","score":0.001500000013038516,"subfield":{"id":"https://openalex.org/subfields/2000","display_name":"General Economics, Econometrics and Finance"},"field":{"id":"https://openalex.org/fields/20","display_name":"Economics, Econometrics and Finance"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T14244","display_name":"Consumer Behavior and Marketing Influence","score":9.999999747378752e-05,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/customer-loyalty","display_name":"customer loyalty","score":0.8809999823570251},{"id":"https://openalex.org/keywords/consumer-trust","display_name":"consumer trust","score":0.8939999938011169},{"id":"https://openalex.org/keywords/air-passengers","display_name":"airline passengers","score":0.6769999861717224},{"id":"https://openalex.org/keywords/service-quality","display_name":"service quality","score":0.9229999780654907},{"id":"https://openalex.org/keywords/servqual","display_name":"SERVQUAL","score":0.9629999995231628},{"id":"https://openalex.org/keywords/price-fairness","display_name":"price fairness","score":0.8709999918937683},{"id":"https://openalex.org/keywords/perceived-value","display_name":"perceived value","score":0.9990000128746033},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":0.9570000171661377},{"id":"https://openalex.org/keywords/airline-image","display_name":"airline image","score":0.9950000047683716},{"id":"https://openalex.org/keywords/mediating-effect","display_name":"mediating effect","score":0.5}],"concepts":[{"id":"https://openalex.org/C2776967331","wikidata":"https://www.wikidata.org/wiki/Q1132131","display_name":"Loyalty","level":2,"score":0.7966092824935913},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.6513476967811584},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.6140903234481812},{"id":"https://openalex.org/C146897074","wikidata":"https://www.wikidata.org/wiki/Q1932925","display_name":"Loyalty business model","level":4,"score":0.5289005637168884},{"id":"https://openalex.org/C112698675","wikidata":"https://www.wikidata.org/wiki/Q37038","display_name":"Advertising","level":1,"score":0.5239567756652832},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.45007115602493286},{"id":"https://openalex.org/C115961682","wikidata":"https://www.wikidata.org/wiki/Q860623","display_name":"Image (mathematics)","level":2,"score":0.4340786933898926},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.19604358077049255},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.09950625896453857},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.06322222948074341},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.1016/j.sftr.2024.100299","doi":"https://doi.org/10.1016/j.sftr.2024.100299","is_oa":true,"landing_page_url":"https://doi.org/10.1016/j.sftr.2024.100299","pdf_url":null,"source":{"id":"https://openalex.org/S4210222494","display_name":"Sustainable Futures","issn_l":"2666-1888","issn":["2666-1888"],"is_oa":true,"is_in_doaj":true,"is_core":true,"listed_in":["abdc-c","anvur-class-a","anvur-scientific","cwts-core","doaj","jufo-1","norway-1","poland-20","vabb-shw"],"host_organization":"https://openalex.org/P4310320990","host_organization_name":"Elsevier BV","host_organization_lineage":["https://openalex.org/P4310320990"],"host_organization_lineage_names":["Elsevier BV"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Sustainable Futures","raw_type":"journal-article"},{"id":"pmh:oai:doaj.org/article:31cc6acf38a64323973b4a0394d5ee19","doi":null,"is_oa":true,"landing_page_url":"https://doaj.org/article/31cc6acf38a64323973b4a0394d5ee19","pdf_url":null,"source":{"id":"https://openalex.org/S4306401280","display_name":"DOAJ (DOAJ: Directory of Open Access Journals)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by-sa","license_id":"https://openalex.org/licenses/cc-by-sa","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Sustainable Futures, Vol 8, Iss , Pp 100299- (2024)","raw_type":"article"}],"best_oa_location":{"id":"doi:10.1016/j.sftr.2024.100299","doi":"https://doi.org/10.1016/j.sftr.2024.100299","is_oa":true,"landing_page_url":"https://doi.org/10.1016/j.sftr.2024.100299","pdf_url":null,"source":{"id":"https://openalex.org/S4210222494","display_name":"Sustainable Futures","issn_l":"2666-1888","issn":["2666-1888"],"is_oa":true,"is_in_doaj":true,"is_core":true,"listed_in":["abdc-c","anvur-class-a","anvur-scientific","cwts-core","doaj","jufo-1","norway-1","poland-20","vabb-shw"],"host_organization":"https://openalex.org/P4310320990","host_organization_name":"Elsevier BV","host_organization_lineage":["https://openalex.org/P4310320990"],"host_organization_lineage_names":["Elsevier BV"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Sustainable Futures","raw_type":"journal-article"},"sustainable_development_goals":[],"study_designs":[{"display_name":"Observational Study","id":"https://openalex.org/study-designs/observational-study"}],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":67,"referenced_works":["https://openalex.org/W1689771227","https://openalex.org/W2028184439","https://openalex.org/W2046752514","https://openalex.org/W2071582555","https://openalex.org/W2102467277","https://openalex.org/W2137247419","https://openalex.org/W2163741736","https://openalex.org/W2903857628","https://openalex.org/W2914114155","https://openalex.org/W2948116144","https://openalex.org/W2949274865","https://openalex.org/W2954694796","https://openalex.org/W2971587553","https://openalex.org/W2980563246","https://openalex.org/W2987718377","https://openalex.org/W2999776581","https://openalex.org/W3017055080","https://openalex.org/W3017518542","https://openalex.org/W3030753944","https://openalex.org/W3033265330","https://openalex.org/W3040408121","https://openalex.org/W3109010008","https://openalex.org/W3109263387","https://openalex.org/W3113020875","https://openalex.org/W3114541902","https://openalex.org/W3134769133","https://openalex.org/W3157104174","https://openalex.org/W3164733014","https://openalex.org/W3165934951","https://openalex.org/W3175345509","https://openalex.org/W3178693176","https://openalex.org/W3186388373","https://openalex.org/W3203548915","https://openalex.org/W3211108267","https://openalex.org/W3216882308","https://openalex.org/W4200425011","https://openalex.org/W4205422372","https://openalex.org/W4210891819","https://openalex.org/W4225149190","https://openalex.org/W4304172679","https://openalex.org/W4307568323","https://openalex.org/W4310816236","https://openalex.org/W4312083880","https://openalex.org/W4312185354","https://openalex.org/W4313891197","https://openalex.org/W4315566306","https://openalex.org/W4318155520","https://openalex.org/W4320351579","https://openalex.org/W4323275870","https://openalex.org/W4323825490","https://openalex.org/W4365452622","https://openalex.org/W4366828810","https://openalex.org/W4367848658","https://openalex.org/W4376144188","https://openalex.org/W4378905972","https://openalex.org/W4381547684","https://openalex.org/W4383555182","https://openalex.org/W4385758743","https://openalex.org/W4386221110","https://openalex.org/W4387618252","https://openalex.org/W4387638832","https://openalex.org/W4389830153","https://openalex.org/W4389922932","https://openalex.org/W4390842410","https://openalex.org/W4391480298","https://openalex.org/W4391481056","https://openalex.org/W4391898480"],"related_works":["https://openalex.org/W7217824421","https://openalex.org/W3177327279","https://openalex.org/W7215976050","https://openalex.org/W1914064158","https://openalex.org/W4387478221","https://openalex.org/W2787956955","https://openalex.org/W2311464090","https://openalex.org/W4401701983","https://openalex.org/W3191012250","https://openalex.org/W4391473883"],"abstract_inverted_index":{"This":[0],"study":[1,18],"aims":[2],"to":[3,73],"pinpoint":[4],"the":[5,14,20,27,43,47,65,119,131],"key":[6],"factors":[7],"influencing":[8],"customer":[9,116],"loyalty":[10,37,107,135],"and":[11,32,38,53,80,100,108,118,136],"trust":[12,39,109,137],"within":[13],"airline":[15,54],"industry.":[16],"The":[17,59,75,88],"investigates":[19],"impact":[21],"of":[22,50,130],"service":[23,96],"quality":[24],"(assessed":[25],"through":[26],"SERVQUAL":[28],"model),":[29],"pricing":[30],"fairness,":[31,99],"perceived":[33,101],"value":[34],"on":[35],"passengers'":[36,106],"in":[40,56,110],"airlines.":[41,111],"Additionally,":[42],"research":[44],"delves":[45],"into":[46],"mediating":[48],"influences":[49],"passenger":[51],"satisfaction":[52,117],"image":[55,121],"this":[57],"domain.":[58],"data":[60],"has":[61],"been":[62],"collected":[63],"from":[64],"passengers":[66,79],"who":[67],"have":[68],"lately":[69],"used":[70],"air":[71],"transport":[72],"travel.":[74],"respondents":[76],"included":[77],"400":[78],"were":[81],"targeted":[82],"using":[83],"a":[84,91],"purposive":[85],"sampling":[86],"technique.":[87],"findings":[89],"reveal":[90],"significant":[92],"positive":[93],"correlation":[94],"between":[95],"quality,":[97],"price":[98],"value,":[102],"as":[103,105,125],"well":[104],"Furthermore,":[112],"we":[113],"discovered":[114],"that":[115],"airline's":[120],"played":[122],"crucial":[123],"roles":[124],"mediators,":[126],"enhancing":[127],"our":[128],"understanding":[129],"core":[132],"mechanisms":[133],"driving":[134],"formation":[138],"among":[139],"passengers.":[140]},"counts_by_year":[{"year":2026,"cited_by_count":29},{"year":2025,"cited_by_count":19}],"updated_date":"2026-11-08T12:12:28.789561","created_date":"2024-09-13T00:00:00"}
