When given a choice, customers are loyal to **Kenya airways **. Instead of targeting all customers, **Kenya airways ** only needs to target new customers in order to grow their business… … "Customer Loyalty (Kenya airways )" has a significant impact, so an analyst should put more weight into it. This statement will lead to an increase in profits for this entity. "Customer Loyalty (Kenya airways )" is a difficult qualitative factor to defend, so competing institutions will have an easy time overcoming it.