The effect of airlines frequent flyer programs on loyalty and satisfaction

Intense and global competitive environment has led airline companies to create loyal customers in order to maintain their existence and gain competitive advantage. In this direction, airline companies develop strategies to increase their service quality in order to understand the demands and needs of their customers and to create customer satisfaction. By developing various strategies such as advertising, increasing product quality, creating price competition, providing customer loyalty, increasing market shares, providing better customer service, offering e-commerce convenience and branding, airline companies are able to both respond to the changing demands and needs of their customers and remain competitive. aims to dominate. Providing customer loyalty, which is one of these competitive strategies, and frequent flyer programs created by airlines for this purpose are the subject of the study. In this study, the effect of frequent flyer programs on customer loyalty and satisfaction was tried to be examined. The effectiveness of the strategies of airline companies to ensure customer satisfaction in creating customer loyalty has been analyzed with the results obtained from the surveys applied to frequent flyer passengers. In the study, the mediating role of airline customer satisfaction on airline loyalty was measured by linear regression analysis and it was concluded that airline loyalty was a statistically significant and positive predictor of airline satisfaction.