The impact of trust and cabin crew performance on customers’ satisfaction
AbstractIn 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.
Download InfoIf you experience problems downloading a file, check if you have the proper application to view it first. In case of further problems read the IDEAS help page. Note that these files are not on the IDEAS site. Please be patient as the files may be large.
Bibliographic InfoPaper provided by University Library of Munich, Germany in its series MPRA Paper with number 40686.
Date of creation: 2011
Date of revision:
Publication status: Published in International Journal of Sustainable Development 2.4(2012): pp. 45-50
Customer satisfaction; Positive correlation; AIRBLUE; Performance; Trust;
Find related papers by JEL classification:
- L1 - Industrial Organization - - Market Structure, Firm Strategy, and Market Performance
Please report citation or reference errors to , or , if you are the registered author of the cited work, log in to your RePEc Author Service profile, click on "citations" and make appropriate adjustments.:
- Rodolfo Vázquez-Casielles & Ana del Río-Lanza & Ana Díaz-Martín, 2007. "Quality of past performance: Impact on consumers’ responses to service failure," Marketing Letters, Springer, Springer, vol. 18(4), pages 249-264, December.
For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (Ekkehart Schlicht).
If references are entirely missing, you can add them using this form.