@article{ART003335295},
author={Hye Jung Jun},
title={A Study on the Impact of Interpersonal Trust and Service Quality on Customer Satisfaction in Flight Crisis Situation: The Moderating Effect of Crew Age},
journal={Industry Promotion Research},
issn={2466-1139},
year={2026},
volume={11},
number={2},
pages={31-44},
doi={10.21186/IPR.2026.11.2.031}
TY - JOUR
AU - Hye Jung Jun
TI - A Study on the Impact of Interpersonal Trust and Service Quality on Customer Satisfaction in Flight Crisis Situation: The Moderating Effect of Crew Age
JO - Industry Promotion Research
PY - 2026
VL - 11
IS - 2
PB - Industrial Promotion Institute
SP - 31
EP - 44
SN - 2466-1139
AB - This study examines the effects of interpersonal trust and service quality on customer satisfaction in in-flight crisis situations and investigates the moderating effect of cabin crew age. A scenario-based survey was conducted, and 315 valid responses were analyzed using SPSS 25.0
through regression and interaction analysis. The results indicate that both cognitive trust and affective trust have significant positive effects on customer satisfaction. Among the dimensions of service quality, tangibility, reliability, responsiveness, and assurance showed significant effects, whereas empathy was not significant. Furthermore, cabin crew age demonstrated a significant moderating effect on the relationships between cognitive trust, affective trust, and customer satisfaction. In terms of service quality, moderating effects were found in the relationships between tangibility, reliability, responsiveness, assurance, and customer satisfaction, while no significant moderating effect was found for empathy. These findings highlight the importance of human factors in crisis service contexts and provide practical implications for airline human resource management and service strategies.
KW - In-flight crisis situation;Interpersonal trust;Service quality;Customner satisfaction;Cabin crew age
DO - 10.21186/IPR.2026.11.2.031
ER -
Hye Jung Jun. (2026). A Study on the Impact of Interpersonal Trust and Service Quality on Customer Satisfaction in Flight Crisis Situation: The Moderating Effect of Crew Age. Industry Promotion Research, 11(2), 31-44.
Hye Jung Jun. 2026, "A Study on the Impact of Interpersonal Trust and Service Quality on Customer Satisfaction in Flight Crisis Situation: The Moderating Effect of Crew Age", Industry Promotion Research, vol.11, no.2 pp.31-44. Available from: doi:10.21186/IPR.2026.11.2.031
Hye Jung Jun "A Study on the Impact of Interpersonal Trust and Service Quality on Customer Satisfaction in Flight Crisis Situation: The Moderating Effect of Crew Age" Industry Promotion Research 11.2 pp.31-44 (2026) : 31.
Hye Jung Jun. A Study on the Impact of Interpersonal Trust and Service Quality on Customer Satisfaction in Flight Crisis Situation: The Moderating Effect of Crew Age. 2026; 11(2), 31-44. Available from: doi:10.21186/IPR.2026.11.2.031
Hye Jung Jun. "A Study on the Impact of Interpersonal Trust and Service Quality on Customer Satisfaction in Flight Crisis Situation: The Moderating Effect of Crew Age" Industry Promotion Research 11, no.2 (2026) : 31-44.doi: 10.21186/IPR.2026.11.2.031
Hye Jung Jun. A Study on the Impact of Interpersonal Trust and Service Quality on Customer Satisfaction in Flight Crisis Situation: The Moderating Effect of Crew Age. Industry Promotion Research, 11(2), 31-44. doi: 10.21186/IPR.2026.11.2.031
Hye Jung Jun. A Study on the Impact of Interpersonal Trust and Service Quality on Customer Satisfaction in Flight Crisis Situation: The Moderating Effect of Crew Age. Industry Promotion Research. 2026; 11(2) 31-44. doi: 10.21186/IPR.2026.11.2.031
Hye Jung Jun. A Study on the Impact of Interpersonal Trust and Service Quality on Customer Satisfaction in Flight Crisis Situation: The Moderating Effect of Crew Age. 2026; 11(2), 31-44. Available from: doi:10.21186/IPR.2026.11.2.031
Hye Jung Jun. "A Study on the Impact of Interpersonal Trust and Service Quality on Customer Satisfaction in Flight Crisis Situation: The Moderating Effect of Crew Age" Industry Promotion Research 11, no.2 (2026) : 31-44.doi: 10.21186/IPR.2026.11.2.031
