Relationship between customer responsiveness, service performance and satisfaction among Airline Passengers In Kenya

Abstract

Customer responsiveness has been conceptualized as a dimension of service performance where market intelligence is used to meet the needs of customers. This study introduces another facet, as “the way a customer behaves towards oneself when an employee approaches them”. Rational choice theory is applied. Conceptual model is developed through exploratory research and the test is done through hierarchical regression model where airline passengers were interviewed. Results show that customers are satisfied when they respond to employees and that service performance mediates the relationship between customer responsiveness and satisfaction. A customer is an essential part of the process in a service performance and its evaluation. Customer responsiveness is very important for service industry that when handled properly can be an asset in the point of distribution in the aviation sector. Managerial and research implications based on these findings are also presented.