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Impact of Service Quality Factors on Customer Trust in Libyan Airline Industry

2016; Volume: 6; Issue: 5 Linguagem: Inglês

10.6007/ijarbss/v6-i5/2153

2308-3816

Taher Abdulsalam Ehbara, Syadiyah Abdul Shukor,

Organizational and Employee Performance

The main purpose of the study is to investigate the relationship between service quality factors and customer trust in Libyan airline industry. Customers travelling in the Libyan airlines are facing security issues due to increased traffic accidents, congestions, and pollution. Due to rising level of customer complaints and labor disputes airline industry appeared to be the victims of their own success. A quantitative approach was employed to measure the relationship between the variables of the study. Statistics tests includes descriptive statistics, internal consistency, reliability, validity and regression analysis using co-variance based structural equation modelling was conducted to validate the study. The study found that there is positive relationship between the service quality factors and customer trust except competence. Shared values and benevolence of service quality factors were found to have high influence on customer trust.