[Ahmad, B. S. (2007). Evaluating an extended relationship marketing model for Arab guests of Five-Star hotels. Doctoral Thesis. Melbourne: School of Hospitality, Tourism and Marketing, Faculty of Business and Law, Victoria University. Retrieved May 20, 2013, from http://www.vuir.vu.edu.au/511/shammout.ped.]Search in Google Scholar
[Backman, S. J., & Crompton, J. L. (1991). Differentiating between high, spurious, latent, and low loyalty participants in two leisure activities. Journal of Park and Recreation Administration, 9(2), 1–17.]Search in Google Scholar
[Bayo, O. (2012). The evil in the Nigeria aviation sector. Leadership Newspaper. Retrieved March 16, 2013, from http://www.leadershipnewspaper.org/archive/about aviation sector.]Search in Google Scholar
[Bob, T. (2005). The loyalty connection: Secrets to customer retention and increased profits. Right Now Technologies. Retrieved July 13, 2014 from http://www.rightnow.com.]Search in Google Scholar
[Bobâlcă, C. (2013). Study of customers’ loyalty: Dimensions and facets. Management & Marketing Journal, 11(1), 104–114.]Search in Google Scholar
[Bone, P. F. (1995). Word-of-mouth effects on short-term and long-term product Judgments. Journal of Business Research, 32, 213–223. DOI: 10.1016/0148–2963(94)00047-I.10.1016/01482963(94)00047-]Open DOISearch in Google Scholar
[Boshoff, C., & Gray, B. (2004). The relationship between service quality, customer satisfaction and buying intentions in the private hospital industry. South African Journal of Business Management, 35(4), 27–37.10.4102/sajbm.v35i4.666]Search in Google Scholar
[Bruhn, M., & Grund, M. A. (2000). Theory, development, and implementation of national customer satisfaction indices: The Swiss index of customer satisfaction (SWICS). Total Quality Management, 11(7), S1017–S1028.10.1080/09544120050135542]Open DOISearch in Google Scholar
[Bryman, A., & Bell, E. (2011). Business research methods. Oxford, UK: Oxford University Press.]Search in Google Scholar
[Caro, L., & Garcia, J. (2007). Measuring perceived service quality in urgent transport service. Journal of Retailing and Consumer Services, 14(1), 60–72. DOI: 10.1016/j.jretconser.2006.04.001.10.1016/j.jretconser.2006.04.001]Open DOISearch in Google Scholar
[Chaudhuri, A., & Holbrook, M. B. (2001). The chain of effect from brand trust and brand affect to brand performance: The role of brand loyalty. Journal of Marketing, 65(2), 81–93. DOI: 10.1509/jmkg.65.2.81.18255.10.1509/jmkg.65.2.81.18255]Open DOISearch in Google Scholar
[Chen, Y. K., Chen, C. Y., & Hsieh, T. F. (2007). Correlation of service quality, customer satisfaction, customer loyalty and life style at hotel springs hotels. Journal of International Management Studies, 2(2), 51–59.]Search in Google Scholar
[Chi, G. (2005). A study of developing destination loyalty model. Doctoral Thesis. Stillwater: College of Human Environmental Sciences, Oklahoma State University.]Search in Google Scholar
[Chikwendu, D. U., Ejem, E., & Ezenwa, A. (2012). Evaluation of service quality of Nigerian airline using SERVQUAL Model. Journal of Hospitality Management and Tourism, 3(6), 117–125. DOI: 10.5897/JHMT12.019.10.5897/JHMT12.019]Open DOISearch in Google Scholar
[Chiou, J., & Droge, C. (2006). Service quality, trust, specific asset investment, and expertise: Direct and indirect effects in a satisfaction-loyalty framework. Journal of the Academy of Marketing Science, 34(4), 613–627. DOI: 10.1177/0092070306286934.10.1177/0092070306286934]Open DOISearch in Google Scholar
[Clemes, M. D., Gan, C., & Ka, T. H. (2008). An empirical analysis of customer satisfaction in international air travel. Innovative Marketing, 4(2), 49–62.]Search in Google Scholar
[Copeland, M. T. (1923). Relation of consumer’s buying habits to marketing methods. Harvard Business Review, 1, 282–289.]Search in Google Scholar
[Cronin, J., & Taylor, S. (1992). Measuring service quality: A re-examination and extension. Journal of Marketing, 56(3), 55–68. DOI: 10.2307/1252296.10.2307/1252296]Open DOISearch in Google Scholar
[Dick, A. S., & Basu, K. (1994). Customer loyalty: Toward an integrated conceptual framework. Journal of Academy of Marketing Science, 22, 99–113. DOI: 10.1177/0092070394222001.10.1177/0092070394222001]Open DOISearch in Google Scholar
[Dimitriades, S. Z. (2006). Customer satisfaction, loyalty and commitment in service organizations: Some evidence from Greece. Management Research News, 29, 782. DOI: 10.1108/01409170610717817.10.1108/01409170610717817]Open DOISearch in Google Scholar
[Douglas, L., & Connor, R. (2003). Attitudes to service quality-The expectation gap. Nutrition & Food Science, 33(4), 165–172. DOI: 10.1108/00346650310488516.10.1108/00346650310488516]Open DOISearch in Google Scholar
[Dowling, G. (2002). Customer relationship management: In B2C markets, often less is more. California Management Review, 44(3), 87–104. DOI: 10.2307/41166134.10.2307/41166134]Open DOISearch in Google Scholar
[Egan, J. (2004). Relationship marketing: Exploring relational strategies in marketing. Harlow: Pearson Education Ltd.]Search in Google Scholar
[Ehrenberg, A. S. C., Uncles, M. D., & Gerald G. J. (1990). Double Jeopardy revisited. Journal of Marketing, 54(3), 82–91. DOI: 10.2307/1251818.10.2307/1251818]Open DOISearch in Google Scholar
[Ehrenberg, A. S. C., Uncles, M. D., & Gerald, G. J. (2004). Understanding brand performance measures: Using Dirichlet benchmarks. Journal of Business Research, 57, 1307–1325. DOI: 10.1016/j.jbusres.2002.11.001.10.1016/j.jbusres.2002.11.001]Open DOISearch in Google Scholar
[Faheed, S. K. (1998). An investigation of airline service quality, passenger satisfaction and loyalty: The case of Royal Jordanian Airline. Doctoral Thesis. Sheffield: Management School, The University of Sheffield.]Search in Google Scholar
[Falk, T., Hammerschidt, M., & Schepers, J. J. L. (2010). The service quality-satisfaction link revisited: Exploring asymmetries and dynamics. Journal of the Academy of Marketing Science, 38, 288–302. DOI: 10.1007/s11747–009–0152–2.10.1007/s1174700901522]Open DOISearch in Google Scholar
[Geraldine, U., & Chikwendu, D. U. (2013). Effects of airline service quality on airline image and passengers’ loyalty: Findings from Arik Air Nigeria Passengers. Journal of Hospitality and Management Tourism, 4(2), 19–28. DOI: 10.5897/JHMT2013.0089.10.5897/JHMT2013.0089]Open DOISearch in Google Scholar
[Ghylin, M. (2008). Improving service quality: Achieving high performance in the public and private sectors. Delray Beach, FL: St: Lucie Press.]Search in Google Scholar
[Gilbert, D., & Wong, R. K. C. (2003). Passenger expectations and airline services: A Hong Kong based study. Tourism Management, 24, 519–532. DOI: 10.1016/S0261–5177(03)00002–5.10.1016/S02615177(03)000025]Open DOISearch in Google Scholar
[Griffin, J. (1997). Customer loyalty: How to earn it, how to keep it. New York: Jossey-Bass.]Search in Google Scholar
[Hallowell, R. (1996). The relationship of customer satisfaction, customer loyalty and profitability: An empirical study. International Journal of Service Industries Management, 7(4), 27–42. DOI: 10.1108/09564239610129931.10.1108/09564239610129931]Open DOISearch in Google Scholar
[He, Y., & Song, H. (2009). A mediation model of tourists’ repurchase intentions for packaged tour services. Journal of Travel Research, 47(3), 317–331. DOI: 10.1177/0047287508321206.10.1177/0047287508321206]Open DOISearch in Google Scholar
[Heskett, J. L., Jones, T. O., Loveman, G. W., Sasser, W. E., & Schlesinger, L. A. (1994). Putting the service profit chain to work. Harvard Business Review, 72(2l), 164–174.]Search in Google Scholar
[Holbrook, M. B, & Corfman, K. P. (1985). Quality and value in the consumption experience: Phaedrus rides again. In J. Jacoby & J. C. Olson (Eds.), Perceived quality: How consumers view stores and merchandise (pp. 31–57). Lexington, MA: Lexington Books.]Search in Google Scholar
[Inamullah, K. (2012). Impact of customers satisfaction and customers retention on customer loyalty. International Journal of Scientific & Technology Research, 1(2), March 2012.]Search in Google Scholar
[International Air Transport Association [IATA]. (2012). Airline fuel and labour cost share. Retrieved May 20, 2013, from http://www.iata.org/pressroom/documents/annual-report-2012.pdf.]Search in Google Scholar
[Jacoby, J., & Chesnut, R. (1978). Brand loyalty measurement and management. New York: John Wiley and Sons.]Search in Google Scholar
[Jain, S. K., & Gupta, G. (2004). Measuring service quality: SERVQUAL vs. SERVPERF scales. Retrieved May 20, 2013 from http://www.vikalpa.com/pdf/articles/2004_apr-June_25–37.pdf.]Search in Google Scholar
[Japan Aircraft Development Corporation [JADC]. (2012). Japan aircraft development corporation-Worldwide market forecast for commercial air transport (2012–2031). Retrieved May 20, 2013, from http://www.md.org/research/challenges/upload/TC089–08-recovery_from_service_failure.pdf.]Search in Google Scholar
[Jin-Woo, P., Rodger, R., & Cheng-Lung, W. (2005). Investigating the effects of airline service quality on airline image and passengers’ future behavioural intentions: Findings from Australian international air passengers. The Journal of Tourism Studies, 16(1), 1–10.]Search in Google Scholar
[Kandampully, J., & Suhartanto, D. (2003). The role of customer satisfaction and image in gaining customer loyalty in the hotel industry. Journal of Hospitality and Leisure Marketing, 10(1/2), 3–25. DOI: 10.1300/J150v10n01_02.10.1300/J150v10n01_02]Open DOISearch in Google Scholar
[Kuo, Y. F., Wu, C. M., & Deng, W. J. (2009). The relationships among service quality, perceived value, customer satisfaction, and post-purchase intention in mobile value added services. Computers in Human Behaviour, 25(4), 887–896. DOI: 10.1016/j.chb.2009.03.003.10.1016/j.chb.2009.03.003]Open DOISearch in Google Scholar
[Ladhari, R. (2008). Alternative measures of service quality - A review. Managing Service Quality, 18(1), 65–86. DOI: 10.1108/09604520810842849.10.1108/09604520810842849]Open DOISearch in Google Scholar
[Landrum, H., Prybutok, V. R., Kappelman, L. A., & Zhang, X. (2008). Servcess: A parsimonious instrument to measure service quality and information system success. The Quality Management Journal, 15(3), 17–25.10.1080/10686967.2008.11918192]Search in Google Scholar
[Mishal, M. A. (2015). Evaluation of “AIRQUAL” scale for measuring airline service quality and its effect on customer satisfaction and loyalty. Doctoral Thesis. Cranfield, UK: School of Aerospace, Transport and Manufacturing Centre for Air Transport Management, Cranfield University. Retrieved June 16 2015, from dspace.lib.cranfield.ac.uk/bitstream/1826/9651/1/Alotaibi_M_M_2015.pdf]Search in Google Scholar
[Muncy, J. (1983). An investigation of the two-dimensional conceptualization of brand loyalty. Doctoral Thesis. Lubbock, USA: Texas Tech University.]Search in Google Scholar
[Nkem, O. (2013). Enforcing passengers’ Bill Of Rights”. Leadership Newspaper. Retrieved April 16, 2013, from http://www.leadership.ng/news/090713.]Search in Google Scholar
[Nor, K. A., & Wan, N. M. (2013). Perceptions of service quality and behavioural intentions: A mediation effect of patient satisfaction in the private health care in Malaysia. International Journal of Marketing Studies, 5(4), 15–29]Search in Google Scholar
[Ojo, T. K. (2014). Users’ Perceptions of Service Quality in Murtala Muhammed International Airport (Mmia), Lagos, Nigeria. Journal of Marketing and Consumer Research, 3, 48–53.]Search in Google Scholar
[Oliver, R. L. (1997). Satisfaction: A behavioral perspective on the consumer. New York: Irwin/McGraw-Hill.]Search in Google Scholar
[Ostrowski, P. L., O’Brien, T. V., & Gordon, G. L. (1993). Service quality and customer loyalty in the commercial airline Industry. Journal of Travel Research, 32(2), 16–24. 10.1177/004728759303200203.10.1177/004728759303200203]Search in Google Scholar
[Oxford Economics. (2010). Economic benefits from air transport in Nigeria. Retrieved May 20, 2013, from http://www.oxfordeconomic.com/samples/airbus.pdf.]Search in Google Scholar
[Pakdil, F., & Aydin, O. (2007). Expectations and perceptions in airline services: An analysis using weighted SERVQUAL scores. Air Transport Research Management, 13, 229–237. DOI: 10.1016/j.jairtraman.2007.04.001.10.1016/j.jairtraman.2007.04.001]Open DOISearch in Google Scholar
[Palmer, A. (2011). Principles of services marketing. Maidenhead: McGraw-Hill.]Search in Google Scholar
[Palmer, A., & Beggs, R. (1997). Loyalty Programmes: Congruence of market structure and success. Proceedings of the Academy of Marketing Conference. Manchester: Manchester Metropolitan University.]Search in Google Scholar
[Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implication for future research. Journal of Marketing, 49, 49–63. DOI: 10.2307/1251430.10.2307/1251430]Open DOISearch in Google Scholar
[Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple item scale for measuring consumer perception of service quality. Journal of Retailing, 64(1), 12–37.]Search in Google Scholar
[Rahim, A. G. (2015). Customer satisfaction and loyalty towards perceived service quality of domestic airlines in Nigeria. Doctoral Thesis. Lagos, Nigeria: University of Lagos.]Search in Google Scholar
[Rahim, A. G. (2016). Perceived service quality and customer loyalty: The mediating effect of passenger satisfaction in the Nigerian Airline Industry. International Journal of Management and Economics, 52(October–December), 94–117. DOI: 10.1515/ijme-2016–0029.10.1515/ijme-20160029]Open DOISearch in Google Scholar
[Reichheld, F. (2006). The ultimate question: Driving good profits and true growth (pp.1–28). Boston, Massachusetts: Harvard Business School Publishing Corporation.]Search in Google Scholar
[Reichheld, F. F., & Sasser, Jr., W. E. (1990). Zero defections: Quality comes to service. Harvard Business Review, (September-October), 105–111.]Search in Google Scholar
[Roberts, K., Varki, S., & Brodie, R. (2003). Measuring the quality of relationships in consumer services: An empirical study. European Journal of Marketing, 37(1/2), 169–196. DOI: 10.1108/03090560310454037.10.1108/03090560310454037]Open DOISearch in Google Scholar
[Samaha, S. A., Palmatier, R. W., & Dant, R. P. (2011). Poisoning relationships: Perceived unfairness in channels of distribution. Journal of Marketing, 75, 99–117. DOI: 10.1509/jmkg.75.3.99.10.1509/jmkg.75.3.99]Open DOISearch in Google Scholar
[Selnes, F., & Hansen, H. (2001). The potential hazard of self-service in developing customer loyalty. Journal of Service Research, 4(2), 79–90. DOI: 10.1177/109467050142001.10.1177/109467050142001]Open DOISearch in Google Scholar
[Shonk, D. J. (2006). Perceptions of service quality, satisfaction and the intent to return among tourists attending a sporting event. Doctoral Thesis. Columbus, USA: Ohio State University.]Search in Google Scholar
[Silvia, F., Pedro, F., Vitor, C., & Jael, A. (2013). Satisfaction, commitment and loyalty in online and offline retail in Portugal. European Journal of Business and Social Sciences, 2(7), 49–66.]Search in Google Scholar
[Soderlund, M. (2006). Measuring customer loyalty with multi-item scales: A case for caution. International Journal of Services Industry management, 17(1), 76-98. DOI: 10.1108/09564230610651598.10.1108/09564230610651598]Open DOISearch in Google Scholar
[Sulaiman, I. A. (2012). An analysis of air transportation in Nigeria. JORIND, 10(2). Retrieved August 15, 2014, from http://www.ajol.info/journals/jorind.]Search in Google Scholar
[Tim, K., Lerzan, A., Alexander, B., & Luke, W. (2009). Why a loyal customer isn’t always a profitable one. The Wall Street Journal, (Monday June 22, 2009), CCL111(144).]Search in Google Scholar
[Timothy L. K., Bruce, C., Lerzan, A., Tor, W. A., & Jay, W. (2007). The value of different customer satisfaction and loyalty metrics in predicting customer retention, recommendation and share-ofwallet. Managing Service Quality, 17(4), 361–384. DOI: 10.1108/09604520710760526.10.1108/09604520710760526]Open DOISearch in Google Scholar
[Uncles, M. D., Dowling, G. R., & Hammond, K. (2003). Customer loyalty and customer loyalty programs. Journal of Consumer Marketing, 20(4), 294–316. DOI: 10.1108/07363760310483676.10.1108/07363760310483676]Open DOISearch in Google Scholar
[Van-Pham, K., & Simpson, M. (2006). The impact of frequency of use on service quality expectations: An empirical study of Trans-atlantic airline passengers. Journal of American Academy of Business, 10(1), 1.]Search in Google Scholar
[Werner, R., & Kumar, V. (2002). The mismanagement of customer loyalty. Harvard Business Review, (July), 4–12.]Search in Google Scholar
[Wong, A., & Sohal, A. (2003). Service quality and customer loyal perspectives on two levels of retail relationships. Journal of Services Marketing, 17(5), 495–513. DOI: 10.1108/08876040310486285.10.1108/08876040310486285]Open DOISearch in Google Scholar
[Zahari, W., Yusoff, W., & Ismail, M. (2008). FM-SERVQUAL: A new approach of service quality measurement framework in local authorities. Journal of Corporate Real Estate, 10(2), 130–144. DOI: 10.1108/14630010810905633.10.1108/14630010810905633]Open DOISearch in Google Scholar
[Zineldin, M. (2006). The royalty of loyalty: CRM, quality and retention. Journal of Consumer Marketing, 23(7), 430–437. DOI: 10.1108/07363760610712975.10.1108/07363760610712975]Open DOISearch in Google Scholar