An Impact of Emotional Connection, Digital Experience, and Zone of Tolerance on Passenger Loyalty in Pakistani Airlines.
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Date
2025
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Abstract
This research investigates the impact of Emotional Connection (EC), Digital Experience (DE), and
Zone of Tolerance (ZOT) on Passenger Loyalty (PL) in Pakistani airlines, with Passenger
Satisfaction (PS) as a mediator and Word-of-Mouth (WOM) as a moderator. Using a quantitative
approach with a cross-sectional survey, data was collected from 190 passengers who traveled three
or more times with Pakistani airlines. Statistical analysis, including SPSS techniques such as
reliability analysis, correlation, and regression, was performed to test the research framework and
hypotheses. Results indicate significant impacts of EC, DE, and ZOT on PL, with PS mediating
and WOM moderating these relationships. The study emphasizes the role of digital experiences
and emotional bonds in building passenger loyalty. Practical recommendations for airlines include
customer-centric strategies to improve satisfaction and loyalty.