Impact of Service Quality Factors on Customer Trust in Libyan Airline Industry

2016 ◽  
Vol 6 (5) ◽  
Author(s):  
Taher Abdulsalam Ehbara ◽  
Syadiyah Abdul Shukor
Keyword(s):  
Service Quality ◽  
Airline Industry ◽  
Quality Factors ◽  
Customer Trust

Building the Friendly Airline Brand

2020 ◽  
pp. 197-220
Author(s):  
Hayat Ayar Senturk
Keyword(s):  
Service Quality ◽  
Airline Industry ◽  
Service Industries ◽  
Service Firms ◽  
Quality Factors ◽  
Personalized Services ◽  
Fresh Perspective ◽  
Marketing Activities ◽  
Intangible Factor ◽  
Scientific Attention

Hospitality, the hosting behavior that brings convivial and personalized services with the ultimate aim to provide psychological comfort to guests, is a growing success criterion for service firms in today's new, experience-based economy, and thus has received considerable scientific attention in the service industries literatures. In this stream of research, most of the researchers have examined airline hospitality by taking the view pre-flight, in-flight, post-flight tangible and intangible service quality factors in an integrative manner. However, recent researches have pointed out that the airline industry has evolved in a direction where the intangible factor, such as hospitality of the cabin crew, stands out rather than its concrete functions such as “transport.” In the light of this argument, the purpose of this study is, by examining various cases, to theoretically reveal the airline hospitality as a new and fresh perspective that need to be emphasized in digital marketing activities to create widespread impact on customer experiences.

scholarly journals ANTASEDEN CUSTOMER LOYALTY IN AIRLINES DOMESTIC WITH FULL SERVICE

2017 ◽  
Vol 15 (1) ◽  
pp. 57
Author(s):  
Albert Mandagi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Airline Industry ◽  
Primary Data ◽  
Equation Modeling ◽  
Research Activities ◽  
Company Reputation ◽  
Domestic Airline ◽  
Customer Trust

The purpose of this study was to observe the effect of the company reputation and service quality on customer loyalty through the mediation of the customer satisfaction and customer trust in the domestic airline with full service. This research was conducted through a survey of air passengers with a total sample of 472 respondents in the five international airports in Indonesia.<br />Primary data was collected by the method of random sampling. The method of data analysis to test the hypothesis used Structural Equation Modeling and Multivariate Analysis, by using software processing Analysis of Moment Structure (AMOS) 18.00. The findings in this study is a customer loyalty positively and significantly influenced by the company reputation, service quality, customer satisfaction and customer trust. Customer loyalty is influenced most strongly by customer satisfaction through the mediation of customer trust, while the customer trust is influenced most strongly by service quality through the mediation of customer satisfaction. This study is limited to domestic airline customers or passengers with full service in economy class in Airline PT Garuda Indonesia and PT Batik Air Indonesia. The research activities carried out at the five international airports which have a relatively high flight schedule, which among Soekarno Hatta in Jakarta, Kuala Namu in Meand, Juanda in Surabaya, Ngurah Rai in Denpasar and Sultan Hasanuddin in Makassar. This study provides a theoretical contributions in the form of an alternative model of customer loyalty in the airline industry and provide managerial implications for the management of the airline.

Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan di Kantor Perusahaan Umum Badan Urusan Logistik Kota Sampit Kabupaten Kotawaringin Timur

2016 ◽  
Vol 2 (2) ◽  
pp. 1-5
Author(s):  
Masrukin Masrukin ◽  
Hermanto Hermanto
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Error Rate ◽  
Research Method ◽  
Statistical Test ◽  
Quality Factors ◽  
Public Companies ◽  
Public Company

Customer satisfaction is influenced by service quality factors, this study aims to find out and analyze how much influence the quality of service on customer satisfaction is felt by customers who use the service of Poor Rice (Raskin) at the Office of Public Companies Logistics Agency (Perum BULOG) in Sampit City Regency East Kotawaringin. The research method used in this study is the method of observation, questionnaire/questionnaire and documentation using a Likert scale and the method of determining the sample used is the error rate of 5% as many as 213 samples. Testing the hypothesis used is a statistical test with the formula "Product moment person". The results showed that there was a very strong correlation between Service Quality and Customer Satisfaction of the Office of Public Company of the Logistics Affairs Agency (Perum BULOG) in the District of East Kotawaringin. As much as 0.9968514278 based on the calculation of Pearson Product Moment value.

Structural Model of Service Quality Factors Affecting Loyalty Sustainability

2020 ◽  
Vol 11 (2) ◽  
Author(s):  
Eman Al-erqi ◽  
◽  
Mohd Lizam Mohd Diah ◽  
Najmaddin Abo Mosali ◽  
◽  
...  
Keyword(s):  
International Students ◽  
Service Quality ◽  
Goodness Of Fit ◽  
Structural Model ◽  
Quality Factors ◽  
Factors Affecting ◽  
Measurement Models ◽  
Confirmatory Factor ◽  
The University ◽  
The Impact

This study seeks to address the impact of service quality affecting international student's satisfaction towards loyalty tothe Universiti Tun Hussein Onn Malaysia(UTHM). The aim of thestudy is to develop relationship between service quality factor and loyalty to the university from the international students’ perspectives. The study adopted quantitative approach where data was collected through questionnaire survey and analysed statistically. A total of 246 responses were received and found to be valid. The model was developed and analysed using AMOS-SEM software. Confirmatory factor analysis (CFA) function of the software was to assessed the measurement models and found that all the models achieved goodness of fit. Then path analysis function was used to assessed structural model and found that service qualityfactors have a significant effect on the students’ satisfaction and thus affecting the loyaltyto the university. Hopefully the outcome form this study will benefit the university in providing services especially to the international students.

Analysis of Influence of KLPGA Tour Service Quality Factors on Willingness to Revisit

2017 ◽  
Vol 22 (1) ◽  
pp. 47-64
Author(s):  
Hyung-kuk Park ◽  
Joon-seo Andrew Choi ◽  
Sang-hyun Shin
Keyword(s):  
Service Quality ◽  
Quality Factors
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