Building trust through customer satisfaction in the airline industry in Indonesia: Service quality and price fairness contribution

Management Science Letters

关键词: customer satisfaction;    price fairness;    service quality;    customer trust;    airline industr;   

DOI  :  10.5267/j.msl.2019.10.033

来源: DOAJ

【 摘 要 】

The intense competition in the airline industry urges adjustment to service quality and pricing. Alterations to service quality and price may lead to service degeneration and price unfairness, which will affect customer satisfaction and trust. The objective of this investigation was to figure out the role of service quality and price fairness in improving customer satisfaction and building customer trust in the airline industry in Indonesia. Questionnaire responses were collected from 300 randomly enrolled passengers at Halim Perdana Kusuma Airport Indonesia. This research took a verification approach by the Structural Equation Modeling (SEM) technique. The results indicate that service quality, price fairness, and customer satisfaction played an important role in building customer trust. Customers’ positive experiences, optimum service quality, and price fairness perception enabled the airline company to be closer to them and build their trust. Satisfaction was proven to mediate the relationship of service quality and price fairness to customer trust.

【 授权许可】

Unknown