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The impact of trust and cabin crew performance on customers’ satisfaction

Author

Listed:
  • Safwan, Nadeem
  • Hunjra, Ahmed Imran
  • Ashfaq, Mohammad
  • Naqvi, Syed Qasim Haroon

Abstract

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.

Suggested Citation

  • Safwan, Nadeem & Hunjra, Ahmed Imran & Ashfaq, Mohammad & Naqvi, Syed Qasim Haroon, 2011. "The impact of trust and cabin crew performance on customers’ satisfaction," MPRA Paper 40686, University Library of Munich, Germany.
    • Handle: RePEc:pra:mprapa:40686
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    File URL: https://mpra.ub.uni-muenchen.de/40686/1/MPRA_paper_40686.pdf
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    References listed on IDEAS

    as
    1. Vanessa Apaolaza Ibáñez & Patrick Hartmann & Pilar Zorrilla Calvo, 2006. "Antecedents of customer loyalty in residential energy markets: Service quality, satisfaction, trust and switching costs," The Service Industries Journal, Taylor & Francis Journals, vol. 26(6), pages 633-650, September.
    2. 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, vol. 18(4), pages 249-264, December.
    Full references (including those not matched with items on IDEAS)

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    More about this item

    Keywords

    Customer satisfaction; Positive correlation; AIRBLUE; Performance; Trust;
    All these keywords.

    JEL classification:

    • L1 - Industrial Organization - - Market Structure, Firm Strategy, and Market Performance

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