Abstract: The study sought to understand how service recovery efforts influence passenger loyalty in the airline industry using the case of Rwanda Air. This study was motivated by the fact that service failure and service recovery have attracted considerable attention in the airline industry. The study was premised on the objective to establish whether the service recovery efforts by the airlines influence passenger loyalty. Using a closed ended- on line administered questionnaire, the respondents were asked to rate the different constructs of service recovery identified through literature review. These respondents were only corporate passengers got from the Rwanda air offices in Kampala and Kigali. The questionnaires were then downloaded and entered into SPSS for Analysis. The relationship between Service Recovery and passenger Loyalty were analysed based on four items as independent variables (Reliability, Responsiveness, assurance and Empathy). Results show that there is a statistical significant positive relationship between service recovery and passenger loyalty, F (4, 86) = 2.461, p < 0.05. R Square .061, this implies that 6.1% of variation in passenger Loyalty was explained by the independent variables included in the model.
Keywords: Service Recovery, Passenger Loyalty, Airline Industry.
Title: Service Recovery Efforts as Key to Passenger Loyalty in the Airline Industry: The Case of Rwanda Air
Author: Arthur Nuwagaba, Polly Bangambaki Namaye, Frank Ahimbisibwe, Sarah Nabachwa, Lydia Kisekka Namateefu
International Journal of Social Science and Humanities Research
ISSN 2348-3156 (Print), ISSN 2348-3164 (online)
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