Oneworld Alliance Perceived Value, Travellers’ Satisfaction and Loyalty

Al-Refaie, A., Bata, N., Eteiwi, D., & Jalham, I. (2014). Examining Factors that Affect Passenger ’ s Overall Satisfaction and Loyalty?: Evidence from Jordan Airport. 8(2), 94–101.
Beatson, A., Lings, I., & Gudergan, S. (2008). Employee Behaviour And Relationship Quality: Impact On Customers. The Service Industries Journal, 28(2), 211–223. https://doi.org/10.1080/02642060701842282
Bei, L. T., & Shang, C. F. (2006). Building marketing strategies for state-owned enterprises against private ones based on the perspectives of customer satisfaction and service quality. Journal of Retailing and Consumer Services, 13(1), 1–13. https://doi.org/10.1016/j.jretconser.2004.07.002
Berezan, O., Raab, C., Tanford, S., & Kim, Y. (2015). Evaluating Loyalty Constructs Among Hotel Reward Program Members Using eWom. Journal of Hospitality and Tourism Research, 39(2), 198–224. https://doi.org/10.1177/1096348012471384
Bitner, M. J. (1990). Evaluating service encounters the effects of physical surroundings and employee responses. Journal of Marketing, 54, 69–82. https://doi.org/10.2307/1251871
Bolton, R. N., & Drew, J. H. (1991). A Longitudinal Analysis of the Impact of Service Changes on Customer Attitudes. Journal of Marketing, 55(1), 1–9. https://doi.org/10.2307/1252199
Boulding, W., Kalra, A., Staelin, R., & Zeithaml, V. a. (1993). A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions. Journal of Marketing Research, 30(1), 7. https://doi.org/10.2307/3172510
Brien, L. O., & Jones, C. (1995). Do rewards really create loyalty? Long Range Planning, 28(4), 130. https://doi.org/10.1016/0024-6301(95)94312-M

Brueckner, J. K. (2003). International Airfares in the Age of Alliances: The Effects of Codesharing and Antitrust Immunity. Review of Economics and Statistics, 85(1), 105–118. https://doi.org/10.1162/003465303762687749
Brueckner, J. K., Lee, D. N., & Singer, E. S. (2011). Alliances, Codesharing, Antitrust Immunity, and International Airfares?: Do Previous Pattern Persist? Journal of Competition Law and Economics, 7(3), 573–602. https://doi.org/10.1093/joclec/nhr005
Calderon, R. A. (1989). Immunoregulation of dermatophytosis. Critical Reviews in Microbiology, 16(5), 339–368. https://doi.org/10.3109/10408418909104472
Chang, Y. W., & Chang, Y. H. (2010). Does service recovery affect satisfaction and customer loyalty? An empirical study of airline services. Journal of Air Transport Management, 16(6), 340–342. https://doi.org/10.1016/j.jairtraman.2010.05.001
Chilembwe, J. M. (2014). Evaluation of service quality, value and satisfaction of air transportationin Malawi?: Case study of Air Malawi. International Journal of Social Sciences and Entrepreneurship, 1(11), 236–266.
Choi, K. S., Cho, W. H., Lee, S., Lee, H., & Kim, C. (2004). The relationships among quality, value, satisfaction and behavioral intention in health care provider choice: A South Korean study. Journal of Business Research, 57(8), 913–921. https://doi.org/10.1016/S0148-2963(02)00293-X
Cohen J. (1988). Statistical Power Analysis for the Behavioral Sciences. New York, NY: Routledge Academic
Cronin, & Taylor, S. A. (1992). Measuring Service Quality: A Reexamination and Extension. Journal of Marketing, 56(3), 55. https://doi.org/10.2307/1252296
Czepiel, J. A. (1990). Service encounters and service relationships: Implications for research. Journal of Business Research, 20(1), 13–21. https://doi.org/10.1016/0148-2963(90)90038-F
Delios, a., Beamish, P. W., & Zhao, X. (2009). The evolution of Japanese investment in China: from toys to textiles to business process outsourcing. Asia Pacific Business Review, 15(3), 323–345. https://doi.org/10.1080/13602380802667296
Deloitte Proprietary Survey Research. (2013). Rising above the Clouds Charting a course for renewed airline consumer loyalty Contents.
Dhurup, M., Mafini, C., & Dumasi, T. (2014). The impact of packaging, price and brand awareness on brand loyalty: Evidence from the paint retailing industry. Acta Commercii, 14(1), 1–9. https://doi.org/10.4102/ac.v14i1.194
Dowling, G. R., & Uncles, M. (1997). Do Customer Loyalty Programs Really Work? Sloan Management Review, 38(4), 71–82. https://doi.org/Article
Doz, Y. L., & Hamel, G. (1998). The Alliance Advantage: The Art of Creating Value through Partnership. In Ieee Transactions on Engineering Management Em (Vol. 48). https://doi.org/10.1108/scm.2001.6.5.242.1
Dussauge, P., Garrette, B., & Michell, W. (2000). Learning from competing partners: outcomes and durations of scale and link alliances in Europe, North America and Asia. Strategic Management Journal, 21, 99–126. https://doi.org/10.1002/(SICI)1097-0266(200002)21:2<99::AID-SMJ80>3.0.CO;2-G
Fornell, C. (1992). A National Customer Satisfaction Barometer: The Swedish Experience. Journal of Marketing, 1(1), 6–21. https://doi.org/10.2307/1252129
Giese, J., & Cote, J. (2000). Defining consumer satisfaction. Academy of Marketing Science Review, 1(1), 1–22.
Gillen, D., & Morrison, W. (2003). Bundling, integration and the delivered price of air travel: Are low cost carriers full service competitors? Journal of Air Transport Management, 9(1), 15–23. https://doi.org/10.1016/S0969-6997(02)00071-6
Goh, K., & Uncles, M. (2003). The benefits of airline global alliances: an empirical assessment of the perceptions of business travellers. Transportation Research Part A: Policy and Practice, 37(6), 479–497. https://doi.org/10.1016/S0965-8564(02)00054-X
Gures, N., Arslan, S., & Yucel Tun, S. (2014). Customer Expectation, Satisfaction and Loyalty Relationship in Turkish Airline Industry. International Journal of Marketing Studies, 6(1), 66–74. https://doi.org/10.5539/ijms.v6n1p66
Hasan, H., Poh Kiong, T., & Azimah, A. R. (2014). Effects of Perceived Value and Trust on Customer Loyalty towards Foreign Banks in Sabah , Malaysia. Global Journal of Emerging Trends in e.Business, Marketing and Consumer Psychology (GJETeMCP), 1(2), 137–153. https://doi.org/2311-3170
Hennig-Thurau, T., Gwinner, K. P., & Gremler, D. D. (2002). Understanding Relationship Marketing Outcomes: An Integration of Relational Benefits and Relationship Quality. Journal of Service Research, 4(3), 230–247. https://doi.org/10.1177/1094670502004003006
IATA (2022). IATA - Convenience is Top Priority for Passengers Post Pandemic. https://www.iata.org/en/pressroom/2022-releases/2022-11-01-01/
IATA (2021). IATA - Passenger Experience. https://www.iata.org/en/programs/passenger/
IATA Annual Review. (2012). IATA - Airlines to Welcome 3.6 Billion Passengers in 2016. The Guardian. http://www.iata.org/pressroom/pr/pages/2012-12-06-01.aspx
IATA Economics. (2020). Economic Per formance of the Airline Industry Key Points. IATA 2020 Economic Report, April, 1–6. www.iata.org/economics
International Air Transport Association. (2015). IATA Membership. http://www.iata.org/Pages/airlines.aspx
Jan, M. T., Abdullah, K., & Smail, M. H. (2013). Antecedents of Loyalty in the Airline Industry of Malaysia?: An Examination of Higher-Order Measurement Model. February, 1–14.
Janawade, V. (2013). Consumer Perceived Value of International Networked Services: An Exploratory Study of the Case of Airline Alliance. International Business Research, 6(2), 20–42. https://doi.org/10.5539/ibr.v6n2p20
Janawade, V., Bertrand, D., Leo, P. Y., & Philippe, J. (2015). Assessing ‘meta-services’: customer’s perceived value and behaviour. Service Industries Journal, 35(5), 275–295. https://doi.org/10.1080/02642069.2015.1002480
Johnny JiungYee, L., Capella, M. L., Taylor, C. R., Luo, M. M., & Gabler, C. B. (2014). The financial impact of loyalty programs in the hotel industry: A social exchange theory perspective. Journal of Business Research, 67(10), 2139–2146. https://doi.org/10.1016/j.jbusres.2014.04.023
Judith, B. (2010). The airline customer loyalty model (Vol. 104, Issue 23) [Handelshojkolen]. https://doi.org/10.1093/jnci/djs092
Kleymann, B., & Seristo, H. (2004). Managing strategic airline alliances. Ashgate Studies in Aviation Economics Management, 18(December), 206.
Lai, W. T., & Chen, C. F. (2011). Behavioral intentions of public transit passengers-The roles of service quality, perceived value, satisfaction and involvement. Transport Policy, 18(2), 318–325. https://doi.org/10.1016/j.tranpol.2010.09.003
Lajara, B. M., Lillo, F. G. & Sempere, V. S. (2022). A success and failure factor in strategic alliances. Employee Relations, 25(1), 61-80.
Lee, M., & Cunningham, L. F. (2001). A cost/benefit approach to understanding service loyalty.
Journal of Services Marketing, 15(2), 113–130. https://doi.org/10.1108/08876040110387917
Lerrthaitrakul, W., & Panjakajornsak, V. (2014). The Airline Service Quality Affecting Post Purchase Behavioral Intention: Empirical Evidence from the Low Cost Airline Industry. International Journal of Trade, Economics and Finance, 5(2), 155–158. https://doi.org/10.7763/IJTEF.2014.V5.360
Liu, Y., & Yang, R. (2009). Competing Loyalty Programs: Impact of Market Saturation, Market Share, and Category Expandability. Journal of Marketing, 73(1), 93–108. https://doi.org/10.1509/jmkg.73.1.93
Garcia, M. S. (2014). Comparing Customer Experience Across the 3 Global Airline Alliances – Skift. http://skift.com/2014/03/19/comparing-customer-experience-across-the-3-global-airline-alliances/#1
Mark, U., Dowling, G. R., & Hammond, K. (2003). Customer loyalty and customer loyalty programs. Journal of Consumer Marketing, 20(4), 294–316. https://doi.org/10.1108/07363760310483676
Mattila, A. S. (2006). How Affective Commitment Boosts Guest Loyalty (and Promotes Frequent-guest Programs). Cornell Hotel and Restaurant Administration Quarterly, 47(2), 174–181. https://doi.org/10.1177/0010880405283943
Mazareanu. (2021). Global air traffic - number of flights 2004-2021. Statista. https://www.statista.com/statistics/564769/airline-industry-number-of-flights/
McCall, M., & Voorhees, C. (2010). The drivers of loyalty program success. Cornell Hospitality Quarterly, 51(1), 35–52.
McMullan, R., & Gilmore, A. (2008). Customer loyalty: an empirical study. European Journal of Marketing, 42(9/10), 1084–1094. https://doi.org/10.1108/03090560810891154
Mohsan, F., Nawaz, M., & Khan, M. (2011). Impact of customer satisfaction on customer loyalty and intentions to switch: evidence from banking sector of Pakistan. International Journal of …, 2(16), 263–270. http://ijbssnet.com/journals/Vol_2_No_16_September_2011/30.pdf
Ohmae, K. (1989). Global Logic of Strategic Alliances. Harvard Business Review, March-Apr(89215), 10. https://doi.org/Article
Oliver, R. L. (2011). Book reviews. Applied Physiology, Nutrition, and Metabolism, 36(6), 1014–1016. https://doi.org/10.1139/h11-134
Oneworld. (2014). An introduction to oneworld?: An alliance of the world’s leading airlines working as one. http://www.oneworld.com/news-information/oneworld-fact-sheets/introduction-to-oneworld
Oneworld. (2015). Oneworld benefits - Oneworld. http://www.oneworld.com/ffp/oneworld-benefits
Oneworld. (2021). Oneworld Members: Airlines In the Oneworld Alliance | oneworld. https://www.oneworld.com/members
Oum, T. H., & Park, J.-H. H. (1997). Airline alliances: current status, policy issues, and future directions. Journal of Air Transport Management, 3(3), 133–144. https://doi.org/10.1016/S0969-6997(97)00021-5
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERQUAL: A Multiple-Item scale for Measuring Consumer Perceptions of Service Quality. In Journal of Retailing (Vol. 64, p. 28). https://doi.org/10.1016/S0148-2963(99)00084-3
Park, J.-W., Robertson, R., & Wu, C.-L. (2006). Modelling the Impact of Airline Service Quality and Marketing Variables on Passengers’ Future Behavioural Intentions. Transportation Planning and Technology, 29(5), 359–381.
https://doi.org/10.1080/03081060600917686
Park, Robertson, R., & Wu, C. (2004). The effect of airline service quality on passengers ’ behavioural intentions?: a Korean case study. 10, 435–439. https://doi.org/10.1016/j.jairtraman.2004.06.001
Payan-Sanchez, B., Perez-Valls, M., & Plaza-ubeda, J. A. (2019). The Contribution of Global Alliances to Airlines’ Environmental Performance. Sustainability (Switzerland), 11(17). https://doi.org/10.3390/su11174606
Pickard, G. E., Weber, E. T., Scott, P. A., Riberdy, A. F., & Rea, M. A. (1996). 5HT1B receptor agonists inhibit light-induced phase shifts of behavioral circadian rhythms and expression of the immediate-early gene c-fos in the suprachiasmatic nucleus. The Journal of Neuroscience?: The Official Journal of the Society for Neuroscience, 16(24), 8208–8220. https://doi.org/10.1509/jmkg.67.1.77.18589
Price, L. L., & Arnould, E. J. (1999). Commercial Friendships: Service Provider-Client in Context Relationships. Journal of Marketing, 63(4), 38–56. https://doi.org/10.2307/1251973
Qin, Z. (2012). The Factors Influencing Low-cost Airline Passenger Satisfaction and Loyalty in Bangkok , Thailand The Factors Influencing Low-Cost Airline Passenger Satisfaction and Loyalty in Bangkok , Thailand [University of the Thai Chamber of Commerce]. http://eprints.utcc.ac.th/
Reynolds, K. E., & Beatty, S. E. (1999). Customer benefits and company consequences of customer-salesperson relationships in retailing. Journal of Retailing, 75(1), 11–32. https://doi.org/10.1016/S0022-4359(99)80002-5
Running, D. M., Ligon, J. B., & Miskioglu, I. (1999). from the SAGE Social Science Collections . All Rights Reserved . Journal of Composite Materials, 33(10), 928–940. https://doi.org/0803973233
Salas, E. B. (2022). Global air traffic - scheduled passengers 2004-2022. https://www.statista.com/statistics/564717/airline-industry-passenger-traffic-globally/
Salim, H., Al-jabaly, S. M., & Khraim, A. S. (2014). The Effect of Perceived Value and Customer Satisfaction on Perceived Price Fairness of Airline Travellers in Jordan. 2(5), 186–196. https://doi.org/10.13189/ujm.2014.020502
Shankar, V., Smith, A. K., & Rangaswamy, A. (2003). Customer satisfaction and loyalty in online and offline environments. International Journal of Research in Marketing, 20(2), 153–175. https://doi.org/10.1016/S0167-8116(03)00016-8
Shoemaker, S. S., Lewis, R. ., & Yesawich, P. . (2007). Marketing Leadership in Hospitality and Tourism: Strategies and Tactics for Competitive Advantage (4th edition). In International Journal of Contemporary Hospitality Management (Vol. 20, Issue 2). Pearson. https://doi.org/http://dx.doi.org.ezaccess.library.uitm.edu.my/10.1108/09596110810852230
Shubhodeep, P. (2013). Malaysia Airlines joins Oneworld with much fanfare and seeks to turn the corner in 2013 #MHoneworld. http://simpliflying.com/2013/live-from-kuala-lumpur-malaysia-airlines-joins-oneworld-with-much-fanfare-and-seeks-to-turn-the-corner-in-2013/
SkyTrax. (2015). Oneworld named Skytrax’s best airline alliance for third year in a row - Asset Publisher. http://www.worldairlineawards.com/Awards/worlds_best_airline_alliance.html
Suh, J.-C., & Youjae, Y. (2006). When Brand Attitudes Affect the Customer Satisfaction-Loyalty Relation: The Moderating Role of Product Involvement. Journal of Consumer Psychology, 16(2), 145–155. https://doi.org/10.1207/s15327663jcp1602_5
Sumaedi, S., Mahatma, I. G., Bakti, Y., & Yarmen, M. (2012). The Empirical Study of Public Transport Passengers’ Behaviora Intentions?: The Roles of Service Quality, Perceived Sacrifice, Perceived Value, and Satisfaction (Case Study?: Paratransit Passengers in Jakarta, Indonesia). 2(1), 83–97.
Hu, S. H. H., Huang, C. Te, & Chen, P. T. (2010). Do reward programs truly build loyalty for lodging industry? International Journal of Hospitality Management, 29(1), 128–135. https://doi.org/10.1016/j.ijhm.2009.07.002
Tiernan, S., Rhoades, D., & Waguespack, B. (2008). Airline alliance service quality performance—An analysis of US and EU member airlines. Journal of Air Transport Management, 14(2), 99–102. https://doi.org/10.1016/j.jairtraman.2008.02.003
Tsantoulis, M., & Palmer, A. (2008). Quality convergence in airline co?brand alliances. Managing Service Quality: An International Journal, 18(1), 34–64. https://doi.org/10.1108/09604520810842830
Tse, D., & Wilton, P. (1988). Models of consumer satisfaction formation: an extension. Journal of Marketing, 25(May), 204–212.
Tugores-García, A. (2012). Analysis of Global Airline Alliances as a Strategy for International Network Development. 1–126.
UNCTAD. (2020). Services, Trade and Development. United Nations on Trade and Development. https://unctad.org/topic/trade-agreements/services
Voohees, C., McCall, M., & Calantone, R. (2011). Customer Loyalty?: A New Look at the Benefits of Improving Segmentation Efforts with Rewards Programs. Center for Hospitality Research Publications, 11(11), 6–14.
Wang, S. W. (2014). Do global airline alliances influence the passenger’s purchase decision? Journal of Air Transport Management, 37, 53–59. https://doi.org/10.1016/j.jairtraman.2014.02.003
Weber, K. (2003). Consumer Perceptions And Behavior: Neglected Dimensions in Research on Strategic Airline Alliances. Journal of Travel & Tourism Marketing, 13(4), 27–45. http://www.tandfonline.com/doi/full/10.1300/J073v13n04_02
Weber, K. (2005). Travellers’ Perceptions of Airline Alliance Benefits and Performance. Journal of Travel Research, 43(3), 257–265. https://doi.org/10.1177/0047287504272029
Yang, Z., & Peterson, R. T. (2004). Customer perceived value, satisfaction, and loyalty: The role of switching costs. Psychology and Marketing, 21(10), 799–822. https://doi.org/10.1002/mar.20030
Yen Nee Ng, C. (2005). A Study of The Impact of Relational Benefits and Relationship Marketing on Purchase Intension in The Lodging Industry. Oklahoma State University.
https://doi.org/10.1177/0092070303031003002
Yuksel, A., & Rimmington, M. (1998). Customer-Satisfaction Measurement: Performance Counts. Cornell Hotel and Restaurant Administration Quarterly, 39(6), 60–70. https://doi.org/10.1177/001088049803900611
Zou, L., Oum, T. H., & Yu, C. (2011). Assessing the price effects of airline alliances on complementary routes. Transportation Research Part E: Logistics and Transportation Review, 47(4), 315–332. https://doi.org/10.1016/j.tre.2010.11.004

In-Text Citation: (Seliman et al., 2022)
To Cite this Article: Seliman, N., Sumarjan, N., & Radzi, S. M. (2022). Oneworld Alliance Perceived Value, Travellers’ Satisfaction and Loyalty. International Journal of Academic Research in Business and Social Sciences, 12(11), 853– 874.

Copyright: © 2022 The Author(s)
Published by Knowledge Words Publications (www.kwpublications.com)
This article is published under the Creative Commons Attribution (CC BY 4.0) license. Anyone may reproduce, distribute, translate and create derivative works of this article (for both commercial and non-commercial purposes), subject to full attribution to the original publication and authors. The full terms of this license may be seen at: http://creativecommons.org/licences/by/4.0/legalcode