Safwan, Nadeem and Hunjra, Ahmed Imran and Ashfaq, Mohammad and Naqvi, Syed Qasim Haroon (2011): The impact of trust and cabin crew performance on customers’ satisfaction. Published in: International Journal of Sustainable Development , Vol. 4, No. 2 (2012): pp. 45-50.
Download (59kB) | Preview
In this research, the case of AIRBLUE has been taken to examine what people think about its performance, whether they trust this airline or not, and are they satisfied or not? Further, this study measures the impact of cabin crew performance and trust on customer satisfaction. The data was collected by distributing questionnaires to the domestic travelers of AIRBLUE. The sample size of the research was of 180 people. The result shows that majority of people are satisfied with the performance of AIRBLUE and they trust on its service, but at the same time they have positive expectation that AIRBLUE would improve its services. The results of this further explain there is positive correlation among the satisfaction, trust and cabin crew performance.
|Item Type:||MPRA Paper|
|Original Title:||The impact of trust and cabin crew performance on customers’ satisfaction|
|Keywords:||Customer satisfaction, Positive correlation, AIRBLUE, Performance, Trust|
|Subjects:||L - Industrial Organization > L1 - Market Structure, Firm Strategy, and Market Performance|
|Depositing User:||Ahmed Imran Hunjra|
|Date Deposited:||17. Aug 2012 10:17|
|Last Modified:||11. Mar 2015 14:04|
Berry, L. (1980), “Service Marketing is Different”, Business, 30 (May-June), 24-29
Wirtz, J. and J. E. G. Bateson (1999), "Introducing Uncertain Performance Expectations in Satisfaction Models for Services," International Journal of Service Industry Management, 10 (1), 82-99.
Gummesson, E (1995), "Truths and Myths in Service Quality," Journal for Quality and Participation, 18 (October/November), 18-23. http://www.mckinseyquarterly.com/article_page.asp?ar=1176&L2=16., April 2002.
Shaun, M.; M. R. Hayman; R. Oliver; P. Sautter; A. W. Stratemeyer, (2005), “Service Variability and its Effect on Consumer Perceptions and Intentions”, 4(4): 264-294.
Rodolfo, V.C; A. D. Río-Lanzam & A. D. Martín, (2007), “Quality of past performance: Impact on consumers’ responses to service failure” Marketing Letters, 18(4): 249-264.
Christopher, L. C. (2007), “The FAIRSERV Model: Consumer Reactions to Service Based on a Multidimensional Evaluation of Service Fairness”, Decision Sciences, 38(1): 107-130.
Oliver, R. L., 1996, Satisfaction: A Behavioral Perspective on the Consumer, McGraw-Hill, New York
Rust, R.T, Zahorik, A.J, & Keinigham, T.L, 1996, Service Marketing, HarperCollins, New York
Vanessa, A. I.; P. Hartmann; P. Z. Calvo, (2006), “The antecedents of customer loyalty in residential energy markets: Service quality, satisfaction, trust and switching costs Service quality, satisfaction, trust and switching costs”, The Service Industries Journal, 26(6): 633-650.
Price, L.L.; Arnould, E.J. (1999). “Commercial Friendships: Service Provider-Client Relationships in Context”, Journal of Marketing, 63(4): 38-56.
Geyskens, I.; Steenkamp, J-B.E.M.; Kumar, N. (1998). “Generalizations About Trust in Marketing Channel Relationships Using Meta-Analysis”, International Journal of Research in Marketing, 15(3): 223-248.
Mayer, R.C.; Davis, J.H.; Schoorman, F.D. (1995). “An integrative model of organizational trust”. Academy of Management Review, 20(3): 709-734.
Rousseau, D.M., Sitkan, S.N., Burt, R.S. & Camerer, C. (1998) Not so different after all: a cross-discipline view of trust, Academy of Management Review, 23(3), pp. 393–404.
Jeffries, F.L. & Reed, R. (2000) Trust and adaption in relational contracting, Academy of Management Review, 25(4), pp. 873–882.
Garbarino, E. & Johnson, M.S. (1999) The different roles of satisfaction, trust, and commitment in customer relationships, Journal of Marketing, 63(April), pp. 70–87.
Doney, P.M. & Cannon, J.P. (1997) An examination of the nature of trust in buyer–seller relationships, Journal of Marketing, 61(April), pp. 35–51.
Mittal, V., Ross, W.T. & Baldasare, P.M. (1998) The asymmetric impact of negative and positive attributelevel performance on overall satisfaction and repurchase intentions, Journal of Marketing, 62( January), pp. 33–47.
Cronin, J.J. & Taylor, S.A. (1992) Measuring service quality: a re-examination and extension, Journal of Marketing, 56(July), 55–68.
Parkhe, A. & Miller, S.R. (2000) The structure of optimal trust: a comment and some extensions, Academy of Management Review, 25(1), pp. 10–11.
Kiesler, C.A. (1971) The Psychology of Commitment (New York, Academic Press).
Soderlund, M. and Julander, C.R. (2003). The variable nature of services: an empirical examination of trust and its effects on customers' satisfaction responses to poor and good service', Total Quality Management & Business Excellence, 14(3): 291 — 304.