Factors That Influence Customer Satisfaction in Airline Industry in Malaysia
Journal Title: IOSR journal of Business and Management - Year 2018, Vol 20, Issue 8
Abstract
The current paper examines the impact of service strategy on customer satisfaction in AirAsia Malaysia. The quantitative research method is used in the present paper; the researchers distributed 115 questionnaires to the respondents who have been traveling by AirAsia and collected 111 responses. After analyzing the data by SPSS software researchers found that two factors: food service and ground staff affect customer satisfaction, but the result shows that tangible features, flight attendance, and online service do not affect customer satisfaction in. The result of this paper contributes to the literature by improving the impact of service strategy on customer satisfaction in Air Asia Malaysia.
Authors and Affiliations
Matiullah Saadat, Tahani Rashed Tahbet, Mohammad Asif Mannan
Keywords
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- EP ID EP412363
- DOI 10.9790/487X-2008050106.
- Views 76
- Downloads 0
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