Business Commons^™

Customer Loyalty, Repurchase And Satisfaction: A Meta-Analytical Review, Tamilla Curtis, Russell Abratt, Dawna L. Rhoades, Paul Dion

Dr. Tamilla Curtis

The purpose of this article is to investigate the relationship between customer loyalty, repurchase/repurchase intent and satisfaction in order to attempt to resolve the mixed views on these concepts. A quantitative review of loyalty-repurchase satisfaction constructs was conducted to identify the strength and direction of the researched relationships and the influence of possible moderating factors affecting those relationships. The Hunter and Schmidt (1990) meta-analytical technique and software were employed. The results demonstrate that loyalty and satisfaction indicate strong positive relationships (0.54). Repurchase and satisfaction display a complicated relationship, which confirmed the view that satisfaction does not explain repurchase behavior. Repurchase …

Satisfaction With Airline Service Quality: Familiarity Breeds Contempt, Tamilla Curtis, Dawna Rhoades, Blaise Waguespack

Dr. Tamilla Curtis

The objective of this study is to investigate frequency-of-flight issues and the differences between frequent and non-frequent flyers’ levels of satisfaction and the importance attributed to overall airline service quality and select attributes. The results indicate that the level of satisfaction with overall airline quality and select attributes decrease the more passengers fly. Conversely, the level of importance attributed to airline amenities increased with flight frequency. Perceptions of airline quality may vary between different nationalities and different socioeconomic groups. Differences between the short- and long-haul flights, as well as domestic and international services could also exist. Airline managers need to …

The Impact Of Trust And Cabin Crew Performance On Customers’ Satisfaction, Nadeem Safwan, Ahmed Imran Hunjra, Mohammad Ashfaq, Syed Qasim Haroon Naqvi

Ahmed Imran Hunjra (PhD)

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 impacet 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 …

Relationship Between Customer Satisfaction And Service Quality Of Islamic Banks, Muhammad Naeem Akhtar, Ahmed Imran Hunjra, Syed Waqar Akbar, Kashif Ur Rehman, Ghulam Shabbir Khan Niazi

Ahmed Imran Hunjra (PhD)