An Empirical Study on The Impact of Passenger Loyalty Program on Passenger Retention with Reference to Air India

By : N. V. Suresh, S. Bhavadharani

Page No: 96-102

Abstract
The customer loyalty program has been used as a marketing tool to build strong relationships between a company and its customers. This program is used in many sectors like retail shops, hospitality industries, etc. The aviation industry also utilizes a passenger loyalty program which is referred to as the frequent flyer program. This study attempts to research how airlines gain passengers using this program with reference to Air India. As a famous full-service airline, Air India has its own frequent flyer program named Flying Returns. Data was collected from a sample of 100 Air India passengers from southern India selected using the snowball sampling method. Descriptive research was performed on the data. SPSS was used for analysis and interpretation. The findings from this research will be useful for Air India.

Authors :
N. V. Suresh
Assistant Professor and Head of the Department Remo International College, Chennai.

S. Bhavadharani
Student, Remo International College, Chennai.
 

DOI: https://doi.org/10.32381/PROD.2021.62.01.10