Customer Satisfaction Loyalty and Organizational Complaint Handling: Economic Aspects of Business Operation of Airline Industry (original) (raw)
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Elementary Online Education, 2020
The research study aimed to investigate the prevailing competitive environment in the airline industry.By comparing the compare service quality of threedifferent airlines (PIA, Oman Airline, and Air Arabia) using the SERVPERF model.Background: Observing the competitive landmark of the airline industry, the airlines concentrate on the need to analyze the customers' demands and provide services according to their demands. Method: A total of 150 customers were selected randomly to collect the data through self-administered questionnaire. The statistical reliability and validity of each questionnaire were tested through Cronbach's Alpha and factor analysis with positive responses. The research applied ANOVA, correlation, and regression to predict the results.Results: The results declared that PIA shows significant means for empathy while insignificant for tangibility, reliability, responsiveness, and assurance. Oman Airline showed a significant mean for assurance dimension of service quality while insignificant for tangibility, responsiveness, reliability, and empathy. While for Air Arabia the results declared a significant mean for tangibility, assurance, and insignificant mean for responsiveness, reliability, and empathy. Conclusion: The detailed analysis has proved that service quality in the form of tangibility, assurance, responsiveness, reliability, and empathy is the most important contributor to the satisfaction of customers of the Airline Industry.
IN PAKISTAN'S AIRLINE INDUSTRY, THE ROLE OF SERVICE QUALITY AND CUSTOMER SATISFACTION
Nadeem Zahoor, Usama saddique , M.Shahid, Shabbir Hussain
"Impact of Service Quality on Customer Satisfaction in the Airline Industry" was the title of this thesis. The study's purpose was to find out how Pakistani Airlines' service quality affects customer satisfaction and to suggest strategies to improve it. Secondary info was collected through searching the library and the Internet. Primary data was collected through floating questionnaires and interviews. The data was examined for frequencies, regression parameters, and cross tabulation using standard statistical procedures and SPSS software. Four Seroquel features, tangibility, responsiveness, reliability, and assurance, have a significant impact on customer satisfaction in Pakistan, according to the research. Empathy, on the other hand, does not appear to affect customer pleasure. As a result, Pakistanis are more concerned about flight safety, dependable people, comfortable cabin seats, and quick responses to their concerns than they are about individual cabin attendant attention. Keywords: empathy, assurance, reliability, tangibility, responsiveness, customer satisfaction.
Customer Satisfaction Delivery In Airline Industry In Malaysia: A Case of Low Cost Carrier
2011
This paper investigates the level of customer satisfaction among the customers who fly with Air Asia, a budget airline in Malaysia. The factors which investigated are the price offered, pre-flight services, customer relationship management, cabin environment and in-flight services. The independent variable is customer satisfaction. A quantitative approach with Pearson correlation and multiple regression analyses were deployed to study the relationship between the independent variables and dependant variable. The findings reveal that there is no relationship between the price offered by Air Asia and the satisfaction level of the customers. The factors such as the pre-flight services, customer relationship management, cabin environment and in-flight services on Air Asia have shown positive significant relationship with customer satisfaction. It looks like that Air Asia customers are no longer view the price as an issue as they are already enjoying currently. The customers are now focu...
THE ELEMENTS OF SERVICE QUALITY AND CUSTOMER SATISFACTION ROLE IN AIRLINE INDUSTRY OF PAKISTAN
International Journal of Management, 2020
The research reported in this thesis was on "Impact of Service Quality on CS in an Airline Industry". The purpose of research was to study the service quality impact of Pakistani Airlines on the customer satisfaction and to suggest measures to accomplish it on better lines. The secondary data was collected by consultation of literature in the libraries and Internet. The primary data was gathered by floating questionnaires and conducting interviews. SPSS software was applied to analyze data for frequencies regression parameters and cross tabulation the results were interpreted by usual principles of statistics. The findings suggested that out of five Seroquel attributes, four of them have significant impact on customer satisfaction in Pakistan: tangibility, responsiveness, reliability and assurance. However, empathy does not have significant impact on customer satisfaction. Thus, Pakistanis are more concerned about flight The Elements of Service Quality and Customer Satisfaction Role in Airline Industry of Pakistan http://www.iaeme.com/IJM/index.asp 582 editor@iaeme.com safety, reliable staff, comfortable cabin seats and quick response to their queries and less concerned about individual attention by cabin crew.
This case study has been conducted for the purpose of examining the differences of customer satisfaction and customer loyalty between Malaysia Airlines (full service airline) and AirAsia (low cost airline) in Malaysia. 152 usable questionnaires were obtained from respondent at two major airline terminals in Kuala Lumpur. The descriptive data analysis and statistical findings revealed that three dimensions were found to be critical in relation to customer satisfaction and customer loyalty between Malaysia Airlines (full service airline) and AirAsia (low cost airline) in Malaysia. The factors are service quality, price and servicescapes. Generally, respondents gave different levels of satisfaction with service quality p r o v i d e d b y A i r A s i a but AirAsia was perceived better than Malaysia Airlines pricewise. On the other hand, Malaysia Airlines was perceived better in service quality. Meanwhile, both airline consumers accept the servicescapes of both airlines. The paper highlights some of its theoretical and managerial implications of the development of airline industry.
Satisfaction Determinants of Airlines Industry in Malaysia
Jurnal Intelek, 2020
This study provides detailed information on customer satisfaction and decision making on choosing a full-service airline in Malaysia based on the number of complaints lodged to MAVCOM. To ensure the study was done with zero-errors, the information stated in this investigation were acquired from a targeted audience which has travelled for leisure purposes only to both domestic and international destinations. This study gives the airlines and edge to refine their customer service and to scrutinize their operations to avoid giving a chance to passenger to choose an alternate airline in Malaysia to suit their itinerary due to the failure in rectifying the inability in providing convenience towards their customers. The results found that service quality, price, reliability (timeliness) and customer relationship management has a significant and positive contribution towards passenger selection of a full-service carrier in Malaysia.