Customer satisfaction in the service sector: a case study of the airline industry

Baisya, Rajat K.; Sarkar, Rajasree

doi:10.1108/97279810480000366

Cited by 7 publications

(3 citation statements)

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“…Also, Oliver (1999) describes BL as a deep loyalty which causes customers to rebuy a product/service, which will always be preferred in the future, or become a customer again thus to buy the same brand or brand set in spite of the marketing efforts and situational effects, which have the potential to persuade customers to change their purchase habits. Future usage is related to customer satisfaction (Baisya and Sarkar, 2004), and customer satisfaction is also associated with BL. In other words, when a loyal consumer’s attitudes toward a family brand is highly activated, the loyal consumer is more likely to power through the clutter of brand alternatives even in a large consideration set, ultimately facilitating the process of affect transfer (He et al , 2016).…”

Section: Literature Review and Hypothesis Developmentmentioning

confidence: 99%

The influence of openness to experience and nostalgia proneness on brand loyalty

Özhan

Altuğ

Deniz

2018

JAMR

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Purpose The purpose of this paper is to examine the joint effect of two composite characteristics –openness to experience (OE) and nostalgia proneness (NP) – on product involvement (PI) and whether brand loyalty (BL) is a result of this PI. Design/methodology/approach In accordance with this purpose, a model suggesting that OE dimension of the five-factor model and NP influences PI and PI influences BL was developed and tested. The data used in the study were obtained from 1,392 participants from the Thrace region of Turkey. The authors use a structural equation model to test and confirm hypothesis. Findings OE influences PI and hence BL. On the other hand, it has been concluded that NP has no significant influence on PI. Research limitations/implications This is the first study to examine the influence of OE, one of the personality traits, and NP on BL. In this study, only OE, which is one of the five-factor personality traits, has been examined. Studies in the future may research the relationship between other personality traits and NP, PI and BL. Practical implications This paper provides managerial insights into why consumers’ personality traits and NP need to be taken into consideration in creating BL. Originality/value To the best of authors’ knowledge, the influence of OE and NP on BL has not been addressed in the current literature. Personality traits and NP are closely related to individuals’ behaviors as a consumer. Understanding the factors that influence consumer purchase decision processes is of crucial importance to managers and researchers alike. The paper is of great value for firms that consider enhance BL.

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Section: Literature Review and Hypothesis Developmentmentioning

confidence: 99%

The influence of openness to experience and nostalgia proneness on brand loyalty

Özhan

Altuğ

Deniz

2018

JAMR

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“…Over the past few years a number of studies have been reported in literature, which have examined and compared quality management practices in different countries around the world and use suitable concept in some industries. Some of the widely cited case studies include Dalu et al (2000); Kannan et al (2002); Baisya et al (2004). All these studies belong to industrial sectors like automobile, electronics, textile industries etc.…”

Section: Review Of Literaturementioning

confidence: 99%

Total quality management in Indian industries: relevance, analysis and directions

Kumar

Garg

2009

The TQM Journal

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Purpose -The purpose of this paper is to analyze the various factors important for total quality management implementation in various manufacturing organizations and to assess their relevance for Indian manufacturing organizations. Design/methodology/approach -A literature review was conducted for important factors and a survey approach was used to collect relevant data from industries. Further data were used to establish a model. Findings -It is shown that customer focus must be the prime objective for various industries to achieve total quality management. All the factors must be used systematically to achieve total quality management (TQM) and it can be done efficiently by using a model having four phases to implement TQM. Originality/value -The paper will be useful for manufacturing as well as service industries that are in the starting phase of TQM implementation or have already failed to implement TQM at their works.

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“…There exist findings that suggest that despite the focus of past studies on the relationship among customer satisfaction (CS) and behavioral intention (BI), the precise nature of the relationship between CS and customer relationship share (RS) is not clear particularly in the hotel industry (Lee et al, 2000;Oliver et al, 1997;Hooi Ting, 2004). Baisya and Sarkar (2004) poised the importance of satisfaction in predicting customers' future intentions in airlines industry. Singh (2015) also empirically tested that satisfaction is a key driver of future behavior in services sector.…”

Section: Introductionmentioning

confidence: 99%

Moderating role of gender amongst various constructs of CRM

Maggon

Chaudhry

2019

JAMR

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Purpose The purpose of this paper is to examine the interrelationships among the extracted constructs of customer satisfaction (CS), knowledge about customer relationship management (CRM) program, customer attitude and their effect on relationship share (RS). The study also attempts to find if moderating role of gender exists among these constructs. Design/methodology/approach A conceptual framework is developed based on previous studies. In order to address a lack of comprehensive evaluation of B2C relationships in Indian hotels, this study extracted the dimensions of CRM in hotels and used them in the structural model. The conceptual model is tested using structural equation modeling approach through maximum likelihood estimation technique. A sample of 305 domestic travelers was used to test the hypothesized relationships among the constructs. Findings The findings indicate that CS and willingness to engage (CWER) in the relationship are major predictors of RS. Besides, CS indirectly affects RS through customer’s attitude toward the hotel. The results of the study also show that customer willingness to engage in the relationship is dependent on attitude of customer toward firm which is further dependent on knowledge about CRM program. One more notable finding of the study states that gender plays a moderating role between CS and customer willingness to engage in the relationship. Practical implications In addition to contributing toward academic knowledge, the findings of the present study will help the practitioners to better design CRM program and reap its maximum benefits. Originality/value The current study has considered new dimensions of CRM like customer’s knowledge of CRM and this is the first study to capture responses of Indian travelers in relation with various constructs. This is the first study to test the moderating effect of gender between various constructs.

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Customer satisfaction in the service sector: a case study of the airline industry

Cited by 7 publications

References 0 publications

The influence of openness to experience and nostalgia proneness on brand loyalty

The influence of openness to experience and nostalgia proneness on brand loyalty

Total quality management in Indian industries: relevance, analysis and directions

Moderating role of gender amongst various constructs of CRM

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