Abstract ▼ AI-Helper

This study examines haw the airline service quality, trust and loyalty are structurally related. Questionnaires were surveyed to the airline customer who has overseas travel in a three year. A total of 250 effective questionnaires were used for data analysis and test of the hypotheses. The result...

This study examines haw the airline service quality, trust and loyalty are structurally related. Questionnaires were surveyed to the airline customer who has overseas travel in a three year. A total of 250 effective questionnaires were used for data analysis and test of the hypotheses. The results indicate that among Airline service quality which reliability, assurance, tangibles, empathy and responsiveness are positive affected to trust and loyalty. Trust has positive effect to loyalty, and has mediating role between airline service quality and loyalty. The managerial implications were drawn based on the study finding which strategically internal marketing is essential for higher employee’s satisfaction and loyalty. An endeavor to make intimate relation with customer and build up customer loyalty are necessary.

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