USMAN GHANI2025-07-212025-07-212025https://escholar.umt.edu.pk/handle/123456789/3868This 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.en-USThesis