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The effect of customer relationship management factors on airline customer satisfaction

Airline industry of Pakistan is facing the issue of high passenger turnover, poor infrastructure, ineffectiveness of operations, poor service quality, increasing rate of flight delays and cancellation that leads to passenger’s diffidence. This study investigates mediating effect of corporate image o...

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Main Author: Azhar, Muhammad Salman
Format: Thesis
Language:English
English
English
Published: 2020
Subjects:
HF5415.33 Consumer Behavior.
Online Access:https://etd.uum.edu.my/8870/1/s901485_01.pdf
https://etd.uum.edu.my/8870/2/s901485_02.pdf
https://etd.uum.edu.my/8870/3/s901485_references.docx
https://etd.uum.edu.my/8870/
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spelling my.uum.etd.88702023-10-18T07:42:18Z https://etd.uum.edu.my/8870/ The effect of customer relationship management factors on airline customer satisfaction Azhar, Muhammad Salman HF5415.33 Consumer Behavior. Airline industry of Pakistan is facing the issue of high passenger turnover, poor infrastructure, ineffectiveness of operations, poor service quality, increasing rate of flight delays and cancellation that leads to passenger’s diffidence. This study investigates mediating effect of corporate image on the relationship between service quality, trust, physical environment, social network interaction, relationship through solving customer problems and customer satisfaction in airline industry of Pakistan. The theories of SET and EDT integrates to explain the relationship between CRM factors, corporate image and customer satisfaction. The data was collected from passengers of PIA, SAI and ABQ, in five airports of Pakistan by using a structured questionnaire and 576 visible responses were analyzed. Using PLS-SEM to analyze the data and test hypotheses, the present study shows that relationship between service quality, trust, physical environment and relationship through solving customer problems were significantly related to corporate image and customer satisfaction. However, the results revealed that social network interaction has shown insignificant relationship with corporate image and customer satisfaction. The findings suggest that mediating effect of corporate image was found significant on the relationship between service quality, trust, physical environment, relationship through solving customer problems and customer satisfaction. Nonetheless, corporate image did not mediate the relationship between social network interaction and customer satisfaction. This study delivers understanding in service marketing area and help airline companies to employ the implementation of role of service quality, customer trust and physical environment, and relationship through solving customer problems as main drivers of customer satisfaction. 2020 Thesis NonPeerReviewed text en https://etd.uum.edu.my/8870/1/s901485_01.pdf text en https://etd.uum.edu.my/8870/2/s901485_02.pdf text en https://etd.uum.edu.my/8870/3/s901485_references.docx Azhar, Muhammad Salman (2020) The effect of customer relationship management factors on airline customer satisfaction. Doctoral thesis, Universiti Utara Malaysia.
institution Universiti Utara Malaysia
building UUM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Utara Malaysia
content_source UUM Electronic Theses
url_provider http://etd.uum.edu.my/
language English
English
English
topic HF5415.33 Consumer Behavior.
spellingShingle HF5415.33 Consumer Behavior.
Azhar, Muhammad Salman
The effect of customer relationship management factors on airline customer satisfaction
description Airline industry of Pakistan is facing the issue of high passenger turnover, poor infrastructure, ineffectiveness of operations, poor service quality, increasing rate of flight delays and cancellation that leads to passenger’s diffidence. This study investigates mediating effect of corporate image on the relationship between service quality, trust, physical environment, social network interaction, relationship through solving customer problems and customer satisfaction in airline industry of Pakistan. The theories of SET and EDT integrates to explain the relationship between CRM factors, corporate image and customer satisfaction. The data was collected from passengers of PIA, SAI and ABQ, in five airports of Pakistan by using a structured questionnaire and 576 visible responses were analyzed. Using PLS-SEM to analyze the data and test hypotheses, the present study shows that relationship between service quality, trust, physical environment and relationship through solving customer problems were significantly related to corporate image and customer satisfaction. However, the results revealed that social network interaction has shown insignificant relationship with corporate image and customer satisfaction. The findings suggest that mediating effect of corporate image was found significant on the relationship between service quality, trust, physical environment, relationship through solving customer problems and customer satisfaction. Nonetheless, corporate image did not mediate the relationship between social network interaction and customer satisfaction. This study delivers understanding in service marketing area and help airline companies to employ the implementation of role of service quality, customer trust and physical environment, and relationship through solving customer problems as main drivers of customer satisfaction.
format Thesis
author Azhar, Muhammad Salman
author_facet Azhar, Muhammad Salman
author_sort Azhar, Muhammad Salman
title The effect of customer relationship management factors on airline customer satisfaction
title_short The effect of customer relationship management factors on airline customer satisfaction
title_full The effect of customer relationship management factors on airline customer satisfaction
title_fullStr The effect of customer relationship management factors on airline customer satisfaction
title_full_unstemmed The effect of customer relationship management factors on airline customer satisfaction
title_sort effect of customer relationship management factors on airline customer satisfaction
publishDate 2020
url https://etd.uum.edu.my/8870/1/s901485_01.pdf
https://etd.uum.edu.my/8870/2/s901485_02.pdf
https://etd.uum.edu.my/8870/3/s901485_references.docx
https://etd.uum.edu.my/8870/
_version_ 1781708414067408896
score 13.211869

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