To fly or not to fly? An empirical study of trust, post-recovery satisfaction and loyalty of Malaysia Airlines passengers

摘要: The purpose of this paper is to investigate the importance successful service recovery in airline sector by examining interrelationship between perceived justice, satisfaction and overall satisfaction, customer trust loyalty. Furthermore, research assesses mediating effect on loyalty.,Data were collected via an airport intercept survey Malaysia Airlines passengers who had experienced failure. In total, 380 responses used for final analysis. study uses partial least squares structural equation modelling technique with SmartPLS 3.0, order test validate model hypotheses posited.,The results reveal that: significantly affected procedural interactional justice; distributive as well influenced satisfaction; most justice loyalty positively trust, influence amongst partially mediated satisfaction.,The contributes a whole conceptual comprehension essential determinants from combined perspectives three theories, namely, theory, expectancy disconfirmation theory commitment-trust theory. This successfully differentiates dimensions them individually discern compare their trust. addition, finds that sequentially satisfaction.