Failure type will have a significant impact on, (a) Post Failure Satisfaction (PFS), (b) Satisfaction with Recovery (SWR), (c) Post Recovery Satisfaction (PRS), and (d) Loyalty.
Hypothesis H2a:
Failure Type will have a significant impact on (a) Post Failure Satisfaction (PFS)
The hypothesis was tested using one-way analysis of variance (ANOVA). The results from the ANOVA test are presented in Table 4.37.
Table 4.37 One-way ANOVA for Failure Type Impact on Post Failure Satisfaction (PFS)
N Mean PFS Std. Deviation Std. Error
Flight delay, diversion, cancellation 157 2.07 0.99 .79 Flight delay, diversion, cancellation (airline fault) 66 2.08 1.06 .13
Baggage lost, damage, delay
85 1.72 0.92 .10
Poor functional or technical service
86 2.01 0.93 .10
Notes: Failure type was measured on a 4 point scale: 1=Flight delay, diversion, cancellation 2=Flight delay, diversion, cancellation (airline fault), 3=Baggage lost, damage, delay 4=Poor functional or technical service. Post Failure Satisfaction (PFS) was measured on a 5 point scale: 1=Extremely dissatisfied, 2=Fairly dissatisfied, 3=Neither, 4=Fairly satisfied, 5=Extremely satisfied.
ANOVA: F (5, 390) = 2.73; p < 0.0001.
The results show that the four failure types have a similar impact with the exception of Failure type 3 (Baggage lost, damage, delay) which indicates to be the highest type of failure.
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Hypothesis H2b:
Failure Type will have a significant impact on (b) Satisfaction with Recovery (SWR) The hypothesis was tested using one-way analysis of variance (ANOVA) and ordinary least squares (OLS) regression. The results from the ANOVA test are presented in Table 4.38.
Table 4.38 One-way ANOVA for Failure Type Impact on Satisfaction with Recovery (SWR)
N Mean SWR Std. Deviation Std. Error
Flight delay, diversion, cancellation
143 2.84 1.10 .92
Flight delay, diversion, cancellation (airline fault)
62 3.06 1.11 1.42
Baggage lost, damage, delay 77 2.84 1.25 1.14
Poor functional or technical service
76 2.58 1.19 0.14
Notes: Failure type was measured on a 4 point scale: 1=Flight delay, diversion, cancellation 2=Flight delay, diversion, cancellation (airline fault), 3=Baggage lost, damage, delay 4=Poor functional or technical service. Satisfaction with Recovery (SWR) was measured on a 5 point scale: 1=Extremely dissatisfied, 2=Fairly dissatisfied, 3=Neither, 4=Fairly satisfied, 5=Extremely satisfied.
ANOVA: F (5, 390) = 2.73; p < 0.0001.
The results show that the four failure types have a similar impact with Failure type 2 (Flight delay, diversion, cancellation – airline fault) having the lowest type of failure.
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Hypothesis H2c:
Failure Type will have a significant impact on (b) Post Recovery Satisfaction (PRS) The hypothesis was tested using ANOVA. The results are presented in Table 4.39.
Table 4.39 One-way ANOVA for Failure Type will have a significant impact on (b) Post Recovery Satisfaction (PRS)
N Mean PRS Std. Deviation Std. Error
Flight delay, diversion, cancellation 135 2.87 1.11 .96 Flight delay, diversion, cancellation (airline fault) 59 3.00 1.16 .15
Baggage lost, damage, delay
77 3.03 1.25 .14
Poor functional or technical service
74 3.14 3.72 .43
Notes: Failure type was measured on a 4 point scale: 1=Flight delay, diversion, cancellation 2=Flight delay, diversion, cancellation (airline fault), 3=Baggage lost, damage, delay 4=Poor functional or technical service. Post Recovery Satisfaction (PRS) was measured on a 5 point scale: 1=Extremely dissatisfied, 2=Fairly dissatisfied, 3=Neither, 4=Fairly satisfied, 5=Extremely satisfied.
ANOVA: F (3, 341) = 0.31; p < 0.0001.
The results here when compared with H2a ANOVA show that the recovery on the third Failure Type (Baggage lost, damage, delay) have made a significant improvement. Both in all cases recovery has had a significant improvement on satisfaction levels but particularly effective was on Baggage lost.
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Hypothesis H2d1:
Failure Type will have a significant impact on (d1) Loyalty (Word of Mouth) The hypothesis was tested using ANOVA. The results are presented in Table 4.40.
Table 4.40 One-way ANOVA for Failure Type will have a significant impact on (d1) Loyalty (Word of Mouth).
N Mean Word of Mouth Std. Deviation Std. Error
Flight delay, diversion, cancellation 135 2.58 1.24 .11 Flight delay, diversion, cancellation (airline fault) 60 2.57 1.31 .17
Baggage lost, damage, delay
77 2.62 1.23 .14
Poor functional or technical service
73 2.44 1.24 .14
Notes: Failure type was measured on a 4 point scale: 1=Flight delay, diversion, cancellation 2=Flight delay, diversion, cancellation (airline fault), 3=Baggage lost, damage, delay 4=Poor functional or technical service. (d1) Loyalty (Word of Mouth) was measured on a 5 point scale: 1=Strongly Disagree, 2=Disagree, , 3=Neither, 4=Agree, 5=Strongly Agree. ANOVA: F (3, 344) = 0.32; p < 0.0001.
The results show similarity with the PRS figures, there is significant improvement in all four failure types with very close figures in all of them. The Baggage lost was no exception here.
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Hypothesis H2d2:
Failure Type will have a significant impact on (d2) Loyalty (Fly Same Airline)
The hypothesis was tested using one-way analysis of variance (ANOVA). The results are presented in Table 4.41.
Table 4.41 One-way ANOVA for Failure Type will have a significant impact on (d2) Loyalty (Fly Same Airline).
N Mean Fly Same Airline Std. Deviation Std. Error
Flight delay, diversion, cancellation 138 2.78 1.38 .12 Flight delay, diversion, cancellation (airline fault) 60 2.80 1.49 .19
Baggage lost, damage, delay
77 2.83 1.34 .15
Poor functional or technical service
73 2.56 1.38 .16
Notes: Failure type was measured on a 4 point scale: 1=Flight delay, diversion, cancellation 2=Flight delay, diversion, cancellation (airline fault), 3=Baggage lost, damage, delay 4=Poor functional or technical service. (d2) Loyalty (Fly Same Airline) was measured on a 5 point scale: 1=Strongly Disagree, 2=Disagree, 3=Neither, 4=Agree, 5=Strongly Agree. ANOVA: F (3, 347) = 0.57; p < 0.0001.
The results show that these figures are higher than the previous one (Word of Mouth) and are slightly less than Word of Mouth. That indicates that that reveals that this type of delay – repurchase – (Fly Same Airline) has less impact in comparison with Word of Mouth. That reinforces the power of recovery (Baggage value mean here: 2.83).
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Hypothesis H2d3:
Failure Type will have a significant impact on (d3) Loyalty (Not Switch Airline)
The hypothesis was tested using one-way analysis of variance (ANOVA) and ordinary least squares (OLS) regression. The results from the ANOVA test are presented in Table 4.42.
Table 4.42 One-way ANOVA for Failure Type will have a significant impact on (d3) Loyalty (Not Switch Airline).
N Mean Not Switch
Airline Std. Deviation Std. Error
Flight delay, diversion, cancellation 135 2.35 1.21 .10 Flight delay, diversion, cancellation (airline fault) 61 2.51 1.27 .16
Baggage lost, damage, delay
76 2.36 1.21 .14
Poor functional or technical service
72 2.33 1.21 .14
Notes: Failure type was measured on a 4 point scale: 1=Flight delay, diversion, cancellation 2=Flight delay, diversion, cancellation (airline fault), 3=Baggage lost, damage, delay 4=Poor functional or technical service. (d3) Loyalty (Not Switch Airline) was measured on a 5 point scale: 1=Strongly Disagree, 2=Disagree, 3=Neither, 4=Agree, 5=Strongly Agree. ANOVA: F (3, 343) = 0.30; p < 0.0001.
The results show similarity with the previous one (Fly Same Airline) but not in the same level as PRS which showed significant improvement.
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Hypothesis H2d4:
Failure Type will have a significant impact on (d4) Loyalty (Consider this Airline my primary choice)
The hypothesis was tested using one-way analysis of variance (ANOVA). The results are presented in Table 4.43.
Table 4.43 One-way ANOVA for Failure Type will have a significant impact on (d4) Loyalty (Consider this Airline my primary choice).
N Mean PRS Std. Deviation Std. Error
Flight delay, diversion, cancellation 139 2.39 1.34 .11 Flight delay, diversion, cancellation (airline fault) 58 2.43 1.27 .17
Baggage lost, damage, delay
77 2.34 1.19 .14
Poor functional or technical service
72 2.31 1.25 .15
Notes: Failure type was measured on a 4 point scale: 1=Flight delay, diversion, cancellation 2=Flight delay, diversion, cancellation (airline fault), 3=Baggage lost, damage, delay 4=Poor functional or technical service. (d4) Loyalty (Consider this Airline my primary choice) was measured on a 5 point scale: 1=Strongly Disagree, 2=Disagree, 3=Neither, 4=Agree, 5=Strongly Agree.
ANOVA: F (3, 345) = 0.13; p < 0.0001.
The results show as above that there is similarity in the recovery action here as it was with Not Switch Airline and Fly Same Airline (repurchase).
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