How to cite this paper
Setiawan, E., Wati, S., Wardana, A & Ikhsan, R. (2020). Building trust through customer satisfaction in the airline industry in Indonesia: Service quality and price fairness contribution.Management Science Letters , 10(5), 1095-1102.
References
Anderson, D. R., Sweeney, D. J., & Williams, T. A. (2011). Essentials of statistics for business and economics, revised: Cengage Learning.
Anderson, E. W., Fornell, C., & Lehmann, D. R. (1994). Customer satisfaction, market share, and profitability: Findings from Sweden. The Journal of Marketing, 58(3), 53-66.
Anderson, J. C., & Narus, J. A. (1990). A model of distributor firm and manufacturer firm working partnerships. Journal of Marketing, 54(1), 42-58.
Bebko, C. P. (2000). Service intangibility and its impact on consumer expectations of service quality. Journal of Services Marketing, 14(1), 9-26.
Bowman, D., & Narayandas, D. (2001). Managing customer-initiated contacts with manufacturers: The impact on share of category requirements and word-of-mouth behavior. Journal of marketing research, 38(3), 281-297.
Chang, H. H., Wang, Y.-H., & Yang, W.-Y. (2009). The impact of e-service quality, customer satisfaction and loyalty on e-marketing: Moderating effect of perceived value. Total Quality Management & Business Excellence, 20(4), 10.
Chaudhuri, A., & Holbrook, M. B. (2001). The chain of effects from brand trust and brand affect to brand performance: the role of brand loyalty. Journal of Marketing, 65(2), 81-93.
Chumpitaz Caceres, R., & Paparoidamis, N. G. (2007). Service quality, relationship satisfaction, trust, commitment and business-to-business loyalty. European Journal of Marketing, 41(7/8), 836-867.
Cronin Jr, J. J., & Taylor, S. A. (1992). Measuring service quality: a reexamination and extension. The Journal of marketing, 55-68.
Darke, P. R., & Dahl, D. W. (2003). Fairness and discounts: The subjective value of a bargain. Journal of Consumer Psychology, 13(3), 328-338.
De Ruyter, K., Bloemer, J., & Peeters, P. (1997). Merging service quality and service satisfaction. An empirical test of an integrative model. Journal of Economic Psychology, 18(4), 387-406.
Dickson, P. R., & Kalapurakal, R. (1994). The use and perceived fairness of price-setting rules in the bulk electricity market. Journal of Economic Psychology, 15(3), 427-448.
Garbarino, E., & Johnson, M. S. (1999). The different roles of satisfaction, trust, and commitment in customer relationships. Journal of Marketing, 63(2), 70-87.
Garbarino, E., & Lee, O. F. (2003). Dynamic pricing in internet retail: Effects on consumer trust. Psychology & Marketing, 20(6), 495-513.
Gefen, D. (2000). E-commerce: the role of familiarity and trust. Omega, 28(6), 725-737.
Gilbert, D., & Wong, R. K. (2003). Passenger expectations and airline services: a Hong Kong based study. Tourism Management, 24(5), 519-532.
Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2013). Multivariate data analysis: Pearson new international edition: Pearson Higher Ed.
Han, H., & Hyun, S. S. (2015). Customer retention in the medical tourism industry: Impact of quality, satisfaction, trust, and price reasonableness. Tourism Management, 46, 20-29.
Herrmann, A., Monroe, K., Huber, F., & Xia, L. (2007). The Influence of Price Fairness on Customer Satisfaction: an Empirical Test in the Context of Automobile Purchases. Journal of Product & Brand Management, 1(16), 49-58.
Hu, H.-H., Kandampully, J., & Juwaheer, T. D. (2009). Relationships and impacts of service quality, perceived value, customer satisfaction, and image: an empirical study. The service Industries Journal, 29(2), 111-125.
Huffman, C., & Cain, L. B. (2001). Adjustments in performance measures: Distributive and procedural justice effects on outcome satisfaction. Psychology & Marketing, 18(6), 593-615.
Kaura, V., Durga Prasad, C. S., & Sharma, S. (2015). Service quality, service convenience, price and fairness, customer loyalty, and the mediating role of customer satisfaction. International Journal of Bank Marketing, 33(4), 404-422.
Kim, C., Zhao, W., & Yang, K. H. (2008). An empirical study on the integrated framework of e-CRM in online shopping: Evaluating the relationships among perceived value, satisfaction, and trust based on customers' perspectives. Journal of Electronic Commerce in Organizations (JECO), 6(3), 1-19.
Luhmann, N. (2018). Trust and power: John Wiley & Sons.
Martín-Consuegra, D., Molina, A., & Esteban, Á. (2007). An integrated model of price, satisfaction and loyalty: an empirical analysis in the service sector. Journal of Product & Brand Management, 16(7), 459-468.
Maxwell, S., Lee, S., Anselstetter, S., Comer, L. B., & Maxwell, N. (2009). Gender differences in the response to unfair prices: a cross‐country analysis. Journal of Consumer Marketing, 26(7), 508-515.
Mayer, R. C., Davis, J. H., & Schoorman, F. D. (1995). An Integrative Model of Organizational Trust. The Academy of Management Review, 20(3), 709-734.
Oliver, R. L., & Swan, J. E. (1989). Consumer perceptions of interpersonal equity and satisfaction in transactions: a field survey approach. The Journal of marketing, 53(2), 21-35.
Parasuraman, Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. The Journal of Marketing, 41-50.
Parasuraman, Zeithaml, V. A., & Berry, L. L. (1988). Servqual: A multiple-item scale for measuring consumer perc. Journal of Retailing, 64(1), 12.
Price, L. L., Arnould, E. J., & Tierney, P. (1995). Going to extremes: Managing service encounters and assessing provider performance. The Journal of Marketing, 83-97.
Ranaweera, C., & Neely, A. (2003). Some moderating effects on the service quality‐customer retention link. International Journal of Operations & Production Management, 23(2), 230-248.
Schoorman, F. D., Mayer, R. C., & Davis, J. H. (2007). An integrative model of organizational trust: Past, present, and future. In: Academy of Management Briarcliff Manor, NY 10510.
Selnes, F., & Gønhaug, K. (2000). Effects of supplier reliability and benevolence in business marketing. Journal of Business Research, 49(3), 259-271.
Setiawan, E. B., Kartini, D., Afiff, F., & Rufaidah, P. (2016). Impact of price fairness on brand image and purchase intention for low cost car in Indonesia. International Journal of Economics, Commerce and Management, IV(9), 300-308.
Shemwell, D. J., Yavas, U., & Bilgin, Z. (1998). Customer-service provider relationships: an empirical test of a model of service quality, satisfaction and relationship-oriented outcomes. International Journal of Service Industry Management, 9(2), 155-168.
Siau, K., & Shen, Z. J. C. o. t. A. (2003). Building customer trust in mobile commerce. Communications of the ACM, 46(4), 91-94.
Singh, J., & Sirdeshmukh, D. (2000). Agency and trust mechanisms in consumer satisfaction and loyalty judgments. Journal of the academy of Marketing Science, 28(1), 150-167.
Suh, B., & Han, I. (2003). The impact of customer trust and perception of security control on the acceptance of electronic commerce. International Journal of Electronic Commerce, 7(3), 135-161.
Tam, J. L. (2004). Customer satisfaction, service quality and perceived value: an integrative model. Journal of marketing Management, 20(7-8), 897-917.
Taylor, S. A., & Baker, T. L. (1994). An assessment of the relationship between service quality and customer satisfaction. Journal of Retailing, 70(2), 163-178.
Xia, L., Monroe, K. B., & Cox, J. L. (2004). The price is unfair! A conceptual framework of price fairness perceptions. Journal of Marketing, 68(4), 1-15.
Zeithaml, V. A. (1988). Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence. Journal of Marketing, 52(3), 2-22.
Anderson, E. W., Fornell, C., & Lehmann, D. R. (1994). Customer satisfaction, market share, and profitability: Findings from Sweden. The Journal of Marketing, 58(3), 53-66.
Anderson, J. C., & Narus, J. A. (1990). A model of distributor firm and manufacturer firm working partnerships. Journal of Marketing, 54(1), 42-58.
Bebko, C. P. (2000). Service intangibility and its impact on consumer expectations of service quality. Journal of Services Marketing, 14(1), 9-26.
Bowman, D., & Narayandas, D. (2001). Managing customer-initiated contacts with manufacturers: The impact on share of category requirements and word-of-mouth behavior. Journal of marketing research, 38(3), 281-297.
Chang, H. H., Wang, Y.-H., & Yang, W.-Y. (2009). The impact of e-service quality, customer satisfaction and loyalty on e-marketing: Moderating effect of perceived value. Total Quality Management & Business Excellence, 20(4), 10.
Chaudhuri, A., & Holbrook, M. B. (2001). The chain of effects from brand trust and brand affect to brand performance: the role of brand loyalty. Journal of Marketing, 65(2), 81-93.
Chumpitaz Caceres, R., & Paparoidamis, N. G. (2007). Service quality, relationship satisfaction, trust, commitment and business-to-business loyalty. European Journal of Marketing, 41(7/8), 836-867.
Cronin Jr, J. J., & Taylor, S. A. (1992). Measuring service quality: a reexamination and extension. The Journal of marketing, 55-68.
Darke, P. R., & Dahl, D. W. (2003). Fairness and discounts: The subjective value of a bargain. Journal of Consumer Psychology, 13(3), 328-338.
De Ruyter, K., Bloemer, J., & Peeters, P. (1997). Merging service quality and service satisfaction. An empirical test of an integrative model. Journal of Economic Psychology, 18(4), 387-406.
Dickson, P. R., & Kalapurakal, R. (1994). The use and perceived fairness of price-setting rules in the bulk electricity market. Journal of Economic Psychology, 15(3), 427-448.
Garbarino, E., & Johnson, M. S. (1999). The different roles of satisfaction, trust, and commitment in customer relationships. Journal of Marketing, 63(2), 70-87.
Garbarino, E., & Lee, O. F. (2003). Dynamic pricing in internet retail: Effects on consumer trust. Psychology & Marketing, 20(6), 495-513.
Gefen, D. (2000). E-commerce: the role of familiarity and trust. Omega, 28(6), 725-737.
Gilbert, D., & Wong, R. K. (2003). Passenger expectations and airline services: a Hong Kong based study. Tourism Management, 24(5), 519-532.
Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2013). Multivariate data analysis: Pearson new international edition: Pearson Higher Ed.
Han, H., & Hyun, S. S. (2015). Customer retention in the medical tourism industry: Impact of quality, satisfaction, trust, and price reasonableness. Tourism Management, 46, 20-29.
Herrmann, A., Monroe, K., Huber, F., & Xia, L. (2007). The Influence of Price Fairness on Customer Satisfaction: an Empirical Test in the Context of Automobile Purchases. Journal of Product & Brand Management, 1(16), 49-58.
Hu, H.-H., Kandampully, J., & Juwaheer, T. D. (2009). Relationships and impacts of service quality, perceived value, customer satisfaction, and image: an empirical study. The service Industries Journal, 29(2), 111-125.
Huffman, C., & Cain, L. B. (2001). Adjustments in performance measures: Distributive and procedural justice effects on outcome satisfaction. Psychology & Marketing, 18(6), 593-615.
Kaura, V., Durga Prasad, C. S., & Sharma, S. (2015). Service quality, service convenience, price and fairness, customer loyalty, and the mediating role of customer satisfaction. International Journal of Bank Marketing, 33(4), 404-422.
Kim, C., Zhao, W., & Yang, K. H. (2008). An empirical study on the integrated framework of e-CRM in online shopping: Evaluating the relationships among perceived value, satisfaction, and trust based on customers' perspectives. Journal of Electronic Commerce in Organizations (JECO), 6(3), 1-19.
Luhmann, N. (2018). Trust and power: John Wiley & Sons.
Martín-Consuegra, D., Molina, A., & Esteban, Á. (2007). An integrated model of price, satisfaction and loyalty: an empirical analysis in the service sector. Journal of Product & Brand Management, 16(7), 459-468.
Maxwell, S., Lee, S., Anselstetter, S., Comer, L. B., & Maxwell, N. (2009). Gender differences in the response to unfair prices: a cross‐country analysis. Journal of Consumer Marketing, 26(7), 508-515.
Mayer, R. C., Davis, J. H., & Schoorman, F. D. (1995). An Integrative Model of Organizational Trust. The Academy of Management Review, 20(3), 709-734.
Oliver, R. L., & Swan, J. E. (1989). Consumer perceptions of interpersonal equity and satisfaction in transactions: a field survey approach. The Journal of marketing, 53(2), 21-35.
Parasuraman, Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. The Journal of Marketing, 41-50.
Parasuraman, Zeithaml, V. A., & Berry, L. L. (1988). Servqual: A multiple-item scale for measuring consumer perc. Journal of Retailing, 64(1), 12.
Price, L. L., Arnould, E. J., & Tierney, P. (1995). Going to extremes: Managing service encounters and assessing provider performance. The Journal of Marketing, 83-97.
Ranaweera, C., & Neely, A. (2003). Some moderating effects on the service quality‐customer retention link. International Journal of Operations & Production Management, 23(2), 230-248.
Schoorman, F. D., Mayer, R. C., & Davis, J. H. (2007). An integrative model of organizational trust: Past, present, and future. In: Academy of Management Briarcliff Manor, NY 10510.
Selnes, F., & Gønhaug, K. (2000). Effects of supplier reliability and benevolence in business marketing. Journal of Business Research, 49(3), 259-271.
Setiawan, E. B., Kartini, D., Afiff, F., & Rufaidah, P. (2016). Impact of price fairness on brand image and purchase intention for low cost car in Indonesia. International Journal of Economics, Commerce and Management, IV(9), 300-308.
Shemwell, D. J., Yavas, U., & Bilgin, Z. (1998). Customer-service provider relationships: an empirical test of a model of service quality, satisfaction and relationship-oriented outcomes. International Journal of Service Industry Management, 9(2), 155-168.
Siau, K., & Shen, Z. J. C. o. t. A. (2003). Building customer trust in mobile commerce. Communications of the ACM, 46(4), 91-94.
Singh, J., & Sirdeshmukh, D. (2000). Agency and trust mechanisms in consumer satisfaction and loyalty judgments. Journal of the academy of Marketing Science, 28(1), 150-167.
Suh, B., & Han, I. (2003). The impact of customer trust and perception of security control on the acceptance of electronic commerce. International Journal of Electronic Commerce, 7(3), 135-161.
Tam, J. L. (2004). Customer satisfaction, service quality and perceived value: an integrative model. Journal of marketing Management, 20(7-8), 897-917.
Taylor, S. A., & Baker, T. L. (1994). An assessment of the relationship between service quality and customer satisfaction. Journal of Retailing, 70(2), 163-178.
Xia, L., Monroe, K. B., & Cox, J. L. (2004). The price is unfair! A conceptual framework of price fairness perceptions. Journal of Marketing, 68(4), 1-15.
Zeithaml, V. A. (1988). Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence. Journal of Marketing, 52(3), 2-22.