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:	eng eng eng
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
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id	my-uum-etd.8870
record_format	uketd_dc
spelling	my-uum-etd.88702023-10-18T07:42:18Z The effect of customer relationship management factors on airline customer satisfaction 2020 Azhar, Muhammad Salman Lebai Othman, Ismail School of Business Management School of Business Management 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 https://etd.uum.edu.my/8870/ https://etd.uum.edu.my/8870/1/s901485_01.pdf text eng public https://etd.uum.edu.my/8870/2/s901485_02.pdf text eng public https://etd.uum.edu.my/8870/3/s901485_references.docx text eng public other doctoral Universiti Utara Malaysia
institution	Universiti Utara Malaysia
collection	UUM ETD
language	eng eng eng
advisor	Lebai Othman, Ismail
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
qualification_name	other
qualification_level	Doctorate
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
granting_institution	Universiti Utara Malaysia
granting_department	School of Business Management
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
_version_	1783729381820071936

The effect of customer relationship management factors on airline customer satisfaction

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