Influencing of Interactional Justice and Customer Orientation on Customers Satisfaction to Attain their Loyalty among Customers of AirAsia

Abstract

For service organizations to enhance the level of their customers’ loyalty and satisfaction, they need to employ people who has a substantial amount of knowledge and experiences regarding communicating and dealing with clients. This study aims to examine the impact of interactional justice and customer orientation of flight attendants working under AirAsia Malaysia on customer loyalty with customer satisfaction as a mediator. This study used a self-administrated questionnaire. 398 questionnaires were distributed to passengers of Malaysia AirAsia. The outcomes displayed three important findings: first, the relationship between interactional justice and customer orientation positively influence customer satisfaction. Second, customer satisfaction is partially mediated the relationship between interactional justice with customer loyalty and also the relationship between customer orientation and customer loyalty. Third, customer satisfaction affects customer loyalty positively. This study will provide invaluable input to airlines in understanding the importance of interactional justice and customer orientation in enhancing customer satisfaction and customer loyalty.