ISSN 2394-5125
 

Research Article 


THE INFLUENCE OF SERVICE QUALITY, BRAND IMAGE, TRUST, AND PRICE ON CUSTOMER SATISFACTION: CASE OF AIRLINE SERVICES

Mohd Farid Shamsudin, NursabrinaAdiba Johari, SyafiqahMd Nayan, Siti Aisyah Esa, Baharudin Kadir.

Abstract
The aims of this paper is to measure the relationship between service quality, brand image, trust
and price towards customer satisfaction. The study focused on the customer perceptions in the airline industry,
Malaysia. Customer satisfaction have becoming important issues especially when the competition is stiff and
customer have more bargaining power. This study used questionnaires to collect data. 200 respondents
participated in the data collection exercises. Survey forms consisted of several part in which split by the
variables. Questionnaire were distributed at the major airports in 3 major state in Malaysia. It took all together
one months to complete the data collections process. Participants was based on voluntary basis for the purposed
of research. The results indicate that price was not significant towards customer satisfaction. The rest of factors
remain positive and important in leading customer satisfaction. The results can be used not only by the airlines
industry but all logistic service providers.

Key words: Brand image, trust, price, service quality, satisfaction


 
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How to Cite this Article
Pubmed Style

Mohd Farid Shamsudin, NursabrinaAdiba Johari, SyafiqahMd Nayan, Siti Aisyah Esa, Baharudin Kadir. THE INFLUENCE OF SERVICE QUALITY, BRAND IMAGE, TRUST, AND PRICE ON CUSTOMER SATISFACTION: CASE OF AIRLINE SERVICES. JCR. 2020; 7(19): 620-627. doi:10.31838/jcr.07.19.76


Web Style

Mohd Farid Shamsudin, NursabrinaAdiba Johari, SyafiqahMd Nayan, Siti Aisyah Esa, Baharudin Kadir. THE INFLUENCE OF SERVICE QUALITY, BRAND IMAGE, TRUST, AND PRICE ON CUSTOMER SATISFACTION: CASE OF AIRLINE SERVICES. http://www.jcreview.com/?mno=102798 [Access: July 16, 2020]. doi:10.31838/jcr.07.19.76


AMA (American Medical Association) Style

Mohd Farid Shamsudin, NursabrinaAdiba Johari, SyafiqahMd Nayan, Siti Aisyah Esa, Baharudin Kadir. THE INFLUENCE OF SERVICE QUALITY, BRAND IMAGE, TRUST, AND PRICE ON CUSTOMER SATISFACTION: CASE OF AIRLINE SERVICES. JCR. 2020; 7(19): 620-627. doi:10.31838/jcr.07.19.76



Vancouver/ICMJE Style

Mohd Farid Shamsudin, NursabrinaAdiba Johari, SyafiqahMd Nayan, Siti Aisyah Esa, Baharudin Kadir. THE INFLUENCE OF SERVICE QUALITY, BRAND IMAGE, TRUST, AND PRICE ON CUSTOMER SATISFACTION: CASE OF AIRLINE SERVICES. JCR. (2020), [cited July 16, 2020]; 7(19): 620-627. doi:10.31838/jcr.07.19.76



Harvard Style

Mohd Farid Shamsudin, NursabrinaAdiba Johari, SyafiqahMd Nayan, Siti Aisyah Esa, Baharudin Kadir (2020) THE INFLUENCE OF SERVICE QUALITY, BRAND IMAGE, TRUST, AND PRICE ON CUSTOMER SATISFACTION: CASE OF AIRLINE SERVICES. JCR, 7 (19), 620-627. doi:10.31838/jcr.07.19.76



Turabian Style

Mohd Farid Shamsudin, NursabrinaAdiba Johari, SyafiqahMd Nayan, Siti Aisyah Esa, Baharudin Kadir. 2020. THE INFLUENCE OF SERVICE QUALITY, BRAND IMAGE, TRUST, AND PRICE ON CUSTOMER SATISFACTION: CASE OF AIRLINE SERVICES. Journal of Critical Reviews, 7 (19), 620-627. doi:10.31838/jcr.07.19.76



Chicago Style

Mohd Farid Shamsudin, NursabrinaAdiba Johari, SyafiqahMd Nayan, Siti Aisyah Esa, Baharudin Kadir. "THE INFLUENCE OF SERVICE QUALITY, BRAND IMAGE, TRUST, AND PRICE ON CUSTOMER SATISFACTION: CASE OF AIRLINE SERVICES." Journal of Critical Reviews 7 (2020), 620-627. doi:10.31838/jcr.07.19.76



MLA (The Modern Language Association) Style

Mohd Farid Shamsudin, NursabrinaAdiba Johari, SyafiqahMd Nayan, Siti Aisyah Esa, Baharudin Kadir. "THE INFLUENCE OF SERVICE QUALITY, BRAND IMAGE, TRUST, AND PRICE ON CUSTOMER SATISFACTION: CASE OF AIRLINE SERVICES." Journal of Critical Reviews 7.19 (2020), 620-627. Print. doi:10.31838/jcr.07.19.76



APA (American Psychological Association) Style

Mohd Farid Shamsudin, NursabrinaAdiba Johari, SyafiqahMd Nayan, Siti Aisyah Esa, Baharudin Kadir (2020) THE INFLUENCE OF SERVICE QUALITY, BRAND IMAGE, TRUST, AND PRICE ON CUSTOMER SATISFACTION: CASE OF AIRLINE SERVICES. Journal of Critical Reviews, 7 (19), 620-627. doi:10.31838/jcr.07.19.76





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