دانلود رایگان مقاله بررسی اثرات عناصر کیفیت بهبود خدمات در تصمیم رفتاری مسافران

abstract

This study intends to analyze how the elements of restoring the quality of airline service influences the airline image, recovery satisfaction, and behavioral intentions of airline passengers. For this testing, a survey was conducted on passengers with an experience of dissatisfaction of airline services. A total of 240 responses were analyzed by using structural equation modeling. The results revealed that among the recovery quality elements, promptness had a positive influence the image of the airline. Additionally, a recovered image of the airline had a positive influence on the recovery satisfaction and behavioral intention. The findings of this study may improve our understanding of consumer responses to the airline company's efforts to recover service failure.

5. Conclusions

This study sought to find out effects of recovery quality elements on behavioral intention of customers. It aimed to find recovery quality elements that positively influence the behavioral intention and satisfy passengers helping airlines to design behavioral guidelines in case of customer complaints or necessary recovery strategies. Therefore, this study has analyzed the influence of major elements of recovery quality elements such as tangible compensation, swiftness, apology/explanation, and attentiveness on the image of airlines, recovery satisfaction, and behavioral intention. Data analysis of this study found out that promptness has positive influence on the image of an airline. This represents how much important swift action on service failure is to improve the image of an airline. In addition, recovered image of an airline turned out to have a positive influence on the recovery satisfaction and behavioral intention supporting the importance of recovery. The findings of this study are expected to help airline companies establish more effective strategies to prevent service failures, thus improving customer satisfaction, willingness to spread good wordof-mouth, and willingness to re-purchase.