Complaint Handling in the Airline Industry: The Way to Enhance Customer Loyalty (original) (raw)
Related papers
A Study of Complaint Behaviour Intentions of Airline Passengers
International Journal of Hospitality & Tourism Systems, 2015
Since airline industry is a prime service industry and interaction of service providers and service seekers is dominant which increases the chances of service failures in each step of service delivery process. Service failures are unpreventable in the core service delivery system and consumer complaints are like keys to identify the failures in the services of an organization. Behavioural intentions of complainants can be voice, private and third party (Singh, 1988). The present study aims to examine the airline passenger's complaint behaviour intentions. This study also examines the effect of demographic variables on consumer complaint intentions. The results of descriptive statistics and t-test shows that complainants are dominantly engaged in voice actions and there is no significant difference between the voice, private and third party intentions of complainants and non-complainants.
Customer Complaint Behaviors in Turkish Airline Industry
Son yıllarda Türkiye'de, havayolu taşımacılığını tercih eden yolcuların sayısı hızlı bir şekilde artmaktadır. Bu durumda, yolcuların isteklerini, memnuniyet düzeylerini ve şikayet davranışlarını anlamak, havayolu işletmeleri için zorunlu olmaktadır. Bu nedenle bu çalışmada, Türk yolcuların şikayet davranışları ve Türk menşeli havayolu işletmelerinin bu şikayetlerin çözümüne yönelik çabaları araştırılmıştır. Çalışma sonuçları göstermiştir ki, yolcuların çoğunluğu bir hizmet hatasıyla karşılaşmış ve şikayette bulunmuştur. Türk yolcular çoğunlukla fiziksel unsurlar, çalışanların davranışları ve havayollarının şikayetlere yönelik tutumları konusunda şikayet etmekte ve havayolu çalışanlarına yüz yüze şikayette bulunmaktadır. Yolcular, eğer havayolu işletmesinin sorunun çözümüne yönelik çabalarından memnun kalırlarsa, aynı havayolu ile tekrar uçma ve bu havayolunu diğerlerine tavsiye etme konusunda istekli olmaktadır. Ayrıca, yolcuların eğitim düzeyi, yolcuların şikayet davranışını ve havayolu işletmesinin sorunun çözümüne yönelik çabalarından memnuniyetini etkileyen önemli bir değişken olarak bulunmuştur.
Inzinerine Ekonomik–Engineering Economics, Vol. 31(1), 114–125. (ISI Web of Science – Social Sciences Citation Index® & Journal Citation Reports/Social Sciences Edition) (Impact factor 0.730), 2020
The undertaken study examines economic aspects of business operations of the airline industry vis-à-vis organizational complaint handling and customer loyalty. For this purpose, we used a structured questionnaire to collect sample data of 200 respondents from university students and households of Pakistan who are the customers of the airline industry. We employed five independent variables, namely, response time, complaint resolution perfection, executives’ attitude, brand image and responsiveness to complaints. We used the descriptive analysis and SEM-based approaches; namely, confirmatory and exploratory factor analysis for estimation purposes. The findings of the undertaken study demonstrated that the resolution of complaints, timely response, and responsiveness to complaints had a significant and positive influence on satisfaction of customers and loyalty of clients using international airline services, and this leads to the economic prospects of business operation in the airline industry. However, customer relationship, executives’ attitude and brand loyalty do not have significant influence on the customer satisfaction and customer loyalty. Thus, it is concluded that the immediate response to customer complaint handling enhances the customer satisfaction and customer loyalty that increases the economic aspects of business operation in the airline industry.
Obtaining Value and Performance by Managing Effectively the Customers’ Complaints
Valahian Journal of Economic Studies
Customers’ complaints represent an opportunity for any organization who wants to improve relationship with customers, to find out the problems existing into organization and the way to solve them, to improve the amount of knowledge and the desire, beliefs, and needs of customers. All those are made in order to increase value for organization and also for the customers. Having objective information, updated, clear and sincere, the organization may improve the quality of their products and services it offers. Thus, any complaints may be regarded as a gift not as a negative feedback from the customers, or as a two-way feedback based on trust and collaboration. A gift which will bring performance on long term based on win-win situations. In this article we will disseminate the literature in the field and also we will analyze the results of a research made on 150 respondents who analyzed 10 institutions, the willingness to recommend them to other customers and the problem existing into t...
Ottoman Journal of Tourism and Management Research, 2018
The objectives of this research are to investigate the concept of complaints management, its significance, and to address the different approaches of implementing and dealing with the concept in hospitality operations in Egypt. The methodology employed for this research used both primary and secondary sources. The secondary data provided the theoretical framework for the research via a comprehensive literature review. The primary qualitative data were collected via semi-structured interviews over the phone addressing the different stages, issues, and approaches of complaints management system. The interviewed participants included operational customer service managers from a purposive sample of hotel companies operating in Egypt. The outcomes of this research emphasize the significance of attaining a proper complaints management system in hotel operations, point up the different stages of complaints process and scrutinize the customer-organization relationship. Finally, it encourages hospitality professionals to foster their vision and strategies as regard the development of complaints management system that supports and enhances their operational quality, and customers' and employees' retention schemes.
Objectives – The purpose of this study is to examine and explain the effect of bank service quality and the handling of customer complaints on customer loyalty in public sector banks in Jakarta. This bank has been the subject of several complaints to the Indonesian Consumers Foundation and the Financial Services Authority. Methodology/Technique – The variables in this study are: bank service quality 19 indicators, handling of customer complaints 4 indicators, 29 indicators of customer loyalty, and customer satisfaction 4 indicators. Findings – The research displays the proposed conceptual model, namely the main determining features of customer loyalty. Novelty – The study developed framework for future research.
DOAJ (DOAJ: Directory of Open Access Journals), 2019
A study was conducted on the "evaluation of customers' complaints handling and its reflection on customer's satisfaction in five star hotels. The study targeted the category of managers and administrative people of different positions related to the handling of customers' complaints. The main objective of the study was to know the extent of applying the mechanism of customers' complaints handling in these hotels, and the reflection of this on the satisfaction of their customers and the creation of confidence in them, which eventually brings about loyalty to those hotels. In addition, the study seeks to identify the most important procedures used in these hotels to resolve these complaints. To achieve this, a random sample comprising 200 managers and administrative people of concern regarding customers' complaints in hotels were selected. However, only 153 valid for analysis questionnaires were recovered, that is 76.5% of the total number of the questionnaires distributed. The results showed that the process of handling complaints in these hotels affects customers' satisfaction. All independent variables explained the variation occurring in the dependent variable, where all these dimensions showed the impact on customers' satisfaction, some of which had a direct impact and some had an indirect impact. Based on the above-mentioned facts and the results of the study, the researchers recommend that it is necessary for five star hotels to focus on complaints handling processes. Furthermore, the process should be evaluated effectively, and a clear plans and mechanisms of action should be developed because of their effective role in the creation of customers' satisfaction and loyalty in hotels. The results also showed a significant shortage in the procedures, regulations and instructions in these hotels. Weakness in the management system, and lack of interest of these hotels to address complaints in a radical way to ensure that they will not be repeated later with other customers is essential. Hence, the effective role of the customers' complaints handling process is clear in influencing their satisfaction and creating desired loyalty towards the five star hotels in Jordan.
International Journal of Business Administration, 2011
In this paper Customer Complaints Management (CCM) as well as the associated key challenges have been studied as essentials for achieving customer retention and loyalty. Some models de nothing the process of CCM have also been demonstrated and discussed and a complaint intensity framework has been presented in which, the joint distribution of complaint intensity and out come satisfaction scores could be conceptualized in four resulting quadrants and each quadrant suggests a different strategy for CCM. For empowering CCM suggestions have been proposed and Return On Complaint Management (ROCM) has been described as a performance indicator for complaint management profitability. Major findings indicate that effective complaints management requires a cultural change in organization's atmosphere, as well as a systematic approach; different levels should be considered in the complaints management; employees participating in teams play an important role in succeeding the complaints handling processes; and CCM empowerment should include strategy, processes, and analysis.