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The impact of causal attributions on customer satisfaction and switching intention: Empirical evidence from the airline industry

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  • Nikbin, Davoud
  • Ismail, Ishak
  • Marimuthu, Malliga

Abstract

This study explores the relationship between air service failure attributions and customer satisfaction. Data from a survey of airline passengers who experienced a failure and subsequently a recovery is used and with that stability, the frequency of failures, and controllability, whether the airline is responsible for the situation, have a negative relationship with customer satisfaction. The results also indicate customer satisfaction is negatively related to switching intention. Additionally, the results confirmed the moderating role of failure severity.

Suggested Citation

  • Nikbin, Davoud & Ismail, Ishak & Marimuthu, Malliga, 2012. "The impact of causal attributions on customer satisfaction and switching intention: Empirical evidence from the airline industry," Journal of Air Transport Management, Elsevier, vol. 25(C), pages 37-39.
    • Handle: RePEc:eee:jaitra:v:25:y:2012:i:c:p:37-39
    DOI: 10.1016/j.jairtraman.2012.06.002
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    References listed on IDEAS

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    1. Daniel Kahneman & Amos Tversky, 2013. "Prospect Theory: An Analysis of Decision Under Risk," World Scientific Book Chapters, in: Leonard C MacLean & William T Ziemba (ed.), HANDBOOK OF THE FUNDAMENTALS OF FINANCIAL DECISION MAKING Part I, chapter 6, pages 99-127, World Scientific Publishing Co. Pte. Ltd..
    2. Choi, Sunmee & Mattila, Anna S., 2008. "Perceived controllability and service expectations: Influences on customer reactions following service failure," Journal of Business Research, Elsevier, vol. 61(1), pages 24-30, January.
    3. Kim, Moon-Koo & Park, Myeong-Cheol & Jeong, Dong-Heon, 2004. "The effects of customer satisfaction and switching barrier on customer loyalty in Korean mobile telecommunication services," Telecommunications Policy, Elsevier, vol. 28(2), pages 145-159, March.
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    Cited by:

    1. Heng Xu & Jingru Wang & Zhaodan Tai & Hao-Chiangkoong Lin, 2021. "Empirical Study on the Factors Affecting User Switching Behavior of Online Learning Platform Based on Push-Pull-Mooring Theory," Sustainability, MDPI, vol. 13(13), pages 1-16, June.
    2. Nguyen Thi Hoang Yen, 2019. "Corporate Image and Customer Responses to Organisational Transformation in B2B Context: An Empirical Research in Vietnam," Journal of Entrepreneurship and Innovation in Emerging Economies, Entrepreneurship Development Institute of India, vol. 5(2), pages 163-179, July.

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