Impact of service quality and trust on repurchase intentions – the case of Pakistan airline industry

Saleem, Muhammad Abid, Zahra, Sadaf, and Yaseen, Asif (2017) Impact of service quality and trust on repurchase intentions – the case of Pakistan airline industry. Asia Pacific Journal of Marketing and Logistics, 29 (5). pp. 1136-1159.

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Abstract

Purpose: The purpose of this paper is to examine the antecedents of repurchase intentions in the Pakistani airline industry. Though research on repurchase intentions has traditionally focused on service quality and satisfaction, recently scholars have proposed that word of mouth (WOM) and thin Pakistan's airline industry trust also play a vital role in driving repurchase intentions for all services businesses.

Design/methodology/approach: The study employs structural equation modeling to examine the hypothesized relationships among antecedents of repurchase intention drawing on a data set of 383 customers listed as "frequent flyer members" within Pakistan's airline industry.

Findings: The results revealed that service quality and trust are directly associated with repurchase intentions as well as through the mediator of customer satisfaction. The findings hold important implications for marketers and academics.

Originality/value: This study makes original contribution to the body of knowledge in the services marketing sector by investigating the effects of service quality and trust through the mediation of customer satisfaction and brand image, and the moderation of WOM factors on predictors of repurchase intention.

Item ID: 52845
Item Type: Article (Research - C1)
ISSN: 1758-4248
Keywords: customer satisfaction, repurchase intention, trust, service quality, word of mouth, brand image
Date Deposited: 03 Apr 2018 05:48
FoR Codes: 15 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 1505 Marketing > 150506 Marketing Theory @ 40%
15 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 1505 Marketing > 150501 Consumer-Oriented Product or Service Development @ 20%
15 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 1505 Marketing > 150503 Marketing Management (incl Strategy and Customer Relations) @ 40%
SEO Codes: 91 ECONOMIC FRAMEWORK > 9104 Management and Productivity > 910403 Marketing @ 100%
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