Effects of Service Quality, Corporate Image, and Customer Trust on the Corporate Reputation of Airlines

Song, Haiyan; Ruan, Wenjia Jasmine; Park, Yunmi

doi:10.3390/su11123302

Cited by 53 publications

(45 citation statements)

References 72 publications

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“…Trust is the most important variable in many different academic fields. In marketing research, trust is the "cornerstone of long-term relationships with customers" [42], a key factor of relational commitment [43], and an essential element in building strong customer relationships and sustainable market share [44,45]. In the information systems field, e-commerce and privacy/security studies actively adopt this concept to examine the mechanism of building trust between trustees and trustors [46,47].…”

Section: Trustmentioning

confidence: 99%

e-Commerce Sustainability: The Case of Pinduoduo in China

et al. 2019

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Internet-based platforms are competing fiercely in the Chinese market by fostering an omni-channel shopping ecosystem. Companies have grouped under two giants, Alibaba and Tencent, leading to one-to-many competition dynamics in the Chinese market. In the midst of this competition, the three-year-old Pinduoduo has gained attention with its fast growth, positioning itself as the third biggest e-commerce platform in China with 19.4% of the market share. Pinduoduo has targeted a niche market made up of cheap products, low-income workers, and small business owners in small cities. Recently, however, many Pinduoduo users have returned to their former platforms, due to the proliferation of fake and low-quality products on the platform. Our study aims to investigate the reasons that prompted users to return to other platforms after their Pinduoduo experience. We conducted in-depth interviews to understand this phenomenon and built a research model based on risk theory and the customer resistance to change (CRC) framework. Results suggest that switching costs and relative attractiveness influence CRC, while risk perceptions form negative attitudes toward CRC, which finally result in negative word of mouth. Finally, theoretical and practical implications are discussed.

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Section: Trustmentioning

confidence: 99%

e-Commerce Sustainability: The Case of Pinduoduo in China

et al. 2019

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“…In this study, trust was treated as a determinant of service quality similarly to other research [21,117]. The difference in the model assumption resulted from the fact that most other researchers treated trust in service as an interpersonal trust or institutional trust in the service provider.…”

Section: Resultsmentioning

confidence: 97%

“…When customers have a better perception of service quality, they are more likely to trust the service. To increase the customer trust, a service provider should make an effort to reduce perceived uncertainties, uctuations, and risk during the service provision [21,22]. On the other hand, when customers trust solutions offered by a service provider, their assessment of the service quality is higher [20,23].…”

Section: Introductionmentioning

confidence: 99%

“…On the other hand, when customers trust solutions offered by a service provider, their assessment of the service quality is higher [20,23]. Finally, trust can affect corporate reputation [21] and build customer loyalty [22,23]. In the context of e-service, trust plays an important role in the provision of high-quality service as there is no direct (face-to-face) relationship between the parties.…”

Section: Introductionmentioning

confidence: 99%

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Trust in Courier Services as a Determinant of Service Quality

Ejdys

Gulc

2020

Preprint

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Abstract The article aims to examine relationships between five constructs: the usefulness of courier services (U), the ease of use of courier services (EU), the trust in courier services (T), the service quality (SQ), and the future intention to use courier services (FI).The research focuses on courier services. An electronic questionnaire was used to conduct confidential interviews. It was distributed between January and March 2019. The number of questionnaires returned by courier service customers amounted to 1073. The authors used Generalized Least Squares (GLS) of Structural Equation Modelling (GLS-SEM) to verify the hypotheses. AMOS software was set to test the hypothesised relationships. The obtained results confirmed statistically significant relationships between the variables of the ease of use and the trust in service, the usefulness and the trust in service, the trust in service and the service quality and, finally, the service quality and the future intention to use the services. The obtained results confirmed an important role of technological aspects in courier service quality, which will become the main determinant of the development of this sector in the future. The authors proposed a new approach to the definition of trust in service. Apart from the interpersonal trust, they shed more light on the trust in the supplier, i.e. the trust in the used technologies.

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“…Tingginya reputasi maskapai penerbangan garuda ini diharapkan mampu membangun kepercayaan konsumen dalam menggunakan layanan jasa penerbangan. Kepercayaan pelanggan terhadap layanan maskapai penerbangan menjadi salah satu tolak ukur dalam membangun pertumbuhan perusahaan kedepan (Song et al, 2019). Kepercayaan yang baik dapat dibangun dengan adanya citra perusahaan yang baik melalui sebuah reputasi dan citra akan kualitas produk maupun layanan yang dihasilkan (Taolin et al, 2019).…”

Section: Pendahuluanunclassified

Peran Reputasi Perusahaan dalam Membangun Kepercayaan Pelanggan Maskapai Penerbangan

Majid

2020

JISMAB

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Research purpose to eximne role Corporate Reputation to Customer Trust development through service, contribution and image indicators. Reserarch using quantitative method with sample Garuda Indonesia Airlines’s Customer. Result by using regression analysis shown that Corporate Reputation have role to increase Customer’s Trust. Service and Contribution as indicator so has contibution for Trust development among Customer of Airline Service. Although image indicator has no impact to customer trust development. Furthemore this study has implication to examine role Corporate Reputation and Trust for behavioral intention for future research

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Effects of Service Quality, Corporate Image, and Customer Trust on the Corporate Reputation of Airlines

Cited by 53 publications

References 72 publications

e-Commerce Sustainability: The Case of Pinduoduo in China

e-Commerce Sustainability: The Case of Pinduoduo in China

Trust in Courier Services as a Determinant of Service Quality

Peran Reputasi Perusahaan dalam Membangun Kepercayaan Pelanggan Maskapai Penerbangan

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