Customers Loyalty in BH Airlines

Customers Loyalty in BH Airlines

ÖZLEN, M. Kürşad
OBRALIĆ, Merdžana
Tarik, Cenanovic
Ozlen, Serife
Kalajdzic, Emina

Loyalty is an important issue for the sustainability of business of the companies. Relationships with the customers should be built well in order to achieve their satisfaction and consequently loyalty. Furthermore, the airlines sector has its own specific circumstances to be considered in order to earn the customer satisfaction. Therefore, the objective of this study was to examine and measure customers’ loyalty to BH Airlines. The research is empirical. Two hundred people who travel from different parts of Bosnia and Herzegovina participated in the survey. In responding to the questionnaire, the participants gave their opinions about the rate of work of the company; the rate of costumer's use of BH Airlines; the level of satisfaction with the services that this company offers; and their attitude toward this company. The collected survey was analyzed descriptively and the results were accordingly discussed. The results of the study can be a useful resource for future research and help better practical implementation of IT tools in the sector. Keywords: Loyalty, BH airlines, sustainability

Conference or Workshop Item
PeerReviewed

2012-05-31

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