Title: Building trust in airline service: an empirical study

Authors: Marcellia Susan; Hamfri Djajadikerta

Addresses: Faculty of Business, Maranatha Christian University, Bandung 40164, West Java, Indonesia ' Faculty of Economics, Accounting Department, Parahyangan Catholic University, Bandung, 40141, West Java, Indonesia

Abstract: Airlines' operation of flight services has specific service characteristics that cannot rely only on physical aspects. Service deliveries are designed to cater to the needs of flight passengers and maintain the high standard of quality held by airline services. This study analyses the factors determining passenger trust and their impact on airline service continuity. Structural equation modelling has confirmed the relationship between variables in the developed model regarding airline services. The study's finding of the importance of airline integrity as a determinant of customers' trust will contribute to research on trust building. By identifying the determinants of passenger trust, the results of this study can be beneficial for airlines when building customers' trust in their services, which will positively impact their service continuance.

Keywords: airline; service; trust; shared values; competence; integrity; benevolence; service continuance.

DOI: 10.1504/IJMEF.2024.139046

International Journal of Monetary Economics and Finance, 2024 Vol.17 No.2/3, pp.247 - 255

Received: 30 Jan 2023
Accepted: 29 Oct 2023
Published online: 10 Jun 2024 *

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