2022, Vol. 5, Issue 2

author(s)
Pratibha Bhardwaj and Mamta Bhardwaj

abstract
The Indian aviation industry's customer loyalty determinants is investigated in this study. The proposed model includes three major phases: (a) questionnaire preparation, (b) data collection and (c) statistical analysis. Initially, a questionnaire has been prepared, and it has been circulated among the Indian aviation customers. The questionnaire included the constraints like demographic factors, customer satisfaction, customer loyalty, brand image, customer enhancement. The survey items were evaluated on a “5-point Likert scale”. The responses have been collected from 100 customers from Chennai, including 52 males and 48 women. The collected data has been statistically analysed using ANOVA and SPSS-AMOS. Some fit index tests, like: “the chi-square/degree of freedom (CMIN/DF), Tucker Lewis Index (TLI), Incremental Fit Index (IFI), Normed Fit Index (NFI) and Root Mean Square of Error Approximation (RMSEA)”, are chosen in assessing model fit.