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The Effect of Corporate Reputation on Commitment, Trust, and Loyalty and Its Impact on Customer Behavior of Garuda Indonesia Airline Passengers in Banda Aceh, Indonesia

Author

Listed:
  • MIRZA TABRANI

    (FACULTY OF ECONOMICS & BUSINESS, SYIAH KUALA UNIVERSITY)

  • MUSLIM ABDUL DJALIL

    (FACULTY OF ECONOMICS & BUSINESS, SYIAH KUALA UNIVERSITY)

Abstract

The objective of this research is to investigate the influence of corporate reputation on commitment, trust and loyalty and its impact on customer behavior of Garuda Indonesian Airline?s passengers in Banda Aceh, Indonesia. The respondents are the Garuda passengers which are selected by using non-probability sampling procedures. SEM analytical model is employed with Amos as its statistical software. The results showed that corporate reputation has a positive effect on commitment, trust, and loyalty; and commitment, trust and loyalty have a positive affect on customer behavior; commitment, trust, and loyalty mediate the relationship between the company's reputation and customer behavior. The originality of this study is the combined using of three intervening variables of commitment, trust, and loyalty to investigate the relationship between corporate reputation and consumer behavior in the context of airline industry as a conceptual research as far as the researcher?s concerned. This would contribute to the development of consumer behavior knowledge. The limitations of this research are that it does not capture a deep picture of the consumer behavior in the designated airline industry in Indonesia and varied education of pasengers which may have led to a biased response of questionnaire?s items.

Suggested Citation

  • Mirza Tabrani & Muslim Abdul Djalil, 2016. "The Effect of Corporate Reputation on Commitment, Trust, and Loyalty and Its Impact on Customer Behavior of Garuda Indonesia Airline Passengers in Banda Aceh, Indonesia," Proceedings of International Academic Conferences 4106605, International Institute of Social and Economic Sciences.
    • Handle: RePEc:sek:iacpro:4106605
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    References listed on IDEAS

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    1. Jordi Surroca & Josep A. Tribó & Sandra Waddock, 2010. "Corporate responsibility and financial performance: the role of intangible resources," Strategic Management Journal, Wiley Blackwell, vol. 31(5), pages 463-490, May.
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    More about this item

    Keywords

    Corporate Reputation; Commitment; Trust; Loyalty; Customer Behavior;
    All these keywords.

    JEL classification:

    • M00 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - General - - - General

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