PSYCHOLOGY AND EDUCATION (2020) 57(9): 6409-6420 ISSN: 00333077 Influencing of Interactional Justice and Customer Orientation on Customers Satisfaction to Attain their Loyalty among Customers of AirAsia Amer Alsalhi1*, Dr.Fazli Idris2 , Dr.Syed Shah Alam3 1,2Graduate School of Business, Universiti Kebangsaan Malaysia 3Faculty of Business, Finance and Hospitality, MAHSA University *
[email protected] 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. Keywords (Times New Roman, bold, 9) Interactional justice, customer orientation, flight attendants, Malaysia AirAsia, customer satisfaction, customer loyalty Article Received: 10 August 2020, Revised: 25 October 2020, Accepted: 18 November 2020 Introduction company. Traveler satisfaction with a services or product is based upon the efficiency of the business (Kalaiarasan et al., Air transport and tourism have always been interconnected, 2015).