The Impact of Trust and Cabin Crew Performance on Customers’ Satisfaction

OIDA International Journal of Sustainable Development, Vol. 4, No. 5, 2012

6 Pages Posted: 16 Aug 2012

See all articles by Nadeem Safwan

Nadeem Safwan

Foundation University

Ahmed Imran Hunjra

University of Waikato; Pir Mehr Ali Shah Arid Agriculture University Rawalpindi (PMAS)

Mohammad Ashfaq

Iqra University

Syed Naqvi

National University of Modern Languages (NUML)

Multiple version iconThere are 2 versions of this paper

Date Written: August 16, 2012

Abstract

In this research, the case of AIRBLUE has been taken to examine what people think about its performance, whether they trust this airline or not, and are they satisfied or not? Further, this study measures the impact of cabin crew performance and trust on customer satisfaction. The data was collected by distributing questionnaires to the domestic travelers of AIRBLUE. The sample size of the research was of 180 people. The result shows that majority of people are satisfied with the performance of AIRBLUE and they trust on its service, but at the same time they have positive expectation that AIRBLUE would improve its services. The results of this further explain there is positive correlation among the satisfaction, trust and cabin crew performance.

Keywords: customer satisfaction, positive correlation, AIRBLUE, performance, trust

Suggested Citation

Safwan, Nadeem and Hunjra, Ahmed Imran and Ashfaq, Mohammad and Naqvi, Syed, The Impact of Trust and Cabin Crew Performance on Customers’ Satisfaction (August 16, 2012). OIDA International Journal of Sustainable Development, Vol. 4, No. 5, 2012. Available at SSRN: https://ssrn.com/abstract=2130379

Nadeem Safwan

Foundation University ( email )

islamabad
Pakistan

Ahmed Imran Hunjra (Contact Author)

University of Waikato ( email )

Te Raupapa
Private Bag 3105
Hamilton, 3240
New Zealand

Pir Mehr Ali Shah Arid Agriculture University Rawalpindi (PMAS) ( email )

Muree Road Rawalpindi
Shamsabad, Punjab 44000
Pakistan
00923457162527 (Phone)

Mohammad Ashfaq

Iqra University ( email )

Defence View
Shaheed-e-Millat Road (Ext.)
75500

Syed Naqvi

National University of Modern Languages (NUML) ( email )

NUML H-9
Islamabad, Capital City Islamabad 44000
Pakistan

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