The mediating role of relational benefit between service quality and customer loyalty in airline industry

Service quality, in essence, seeks to measure firm performance along transactional dimensions, whereas relational benefits measure the intangible aspects of relationships, over and above the core elements of the service. Thus, the interaction between the consumer and service provider is ongoing (relational) rather than one-off (transactional). The purpose of this study aims to identify the role of relational benefits between service quality and...