AIRLINE INDUSTRY: RELATIONSHIP BETWEEN PERCEIVED SERVICE QUALITY, CUSTOMER SATISFACTION AND BEHAVIOR INTENTION IN AIRLINE INDUSTRY - Couverture souple

Balasubramaniam, Sangeetha; Huam Hon Tat, Dr.

 
9783844382754: AIRLINE INDUSTRY: RELATIONSHIP BETWEEN PERCEIVED SERVICE QUALITY, CUSTOMER SATISFACTION AND BEHAVIOR INTENTION IN AIRLINE INDUSTRY
Couverture souple
ISBN 10 : 3844382755 ISBN 13 : 9783844382754
Editeur : LAP Lambert Academic Publishing, 2011

Synopsis

Service quality has become prime part of all highly developed organization's strategic plan. Higher attention on service quality has resulted in increasing profit of an organization. Airline services has possesses all the features of service industry such as tangible, reliability, responsiveness, assurance and empathy. This study was to examine the relationship between perceived service quality, customer satisfaction and behavioral intentions in airline industry. The objective of this study were to examine the relationship between perceived service quality and customer satisfaction, to examine the relationship between perceived service quality and customer's behavioral intentions, to determine the relationship between customer satisfaction and customer's behavioral intentions and finally to determine whether customer satisfaction mediates the relationship between perceived service quality and customer behavioral intentions. This research conducted on the domestic Air Asia passengers at Sultan Ismail International Airport (Senai, Johor)in Malaysia.

Les informations fournies dans la section « Synopsis » peuvent faire référence à une autre édition de ce titre.

À propos des auteurs

Sangeetha Balasubramaniam is currently pursuing researches regarding service quality. Dr.Huam Hon Tat is a senior lecturer at University of Technology Malaysia.

Sangeetha Balasubramaniam is currently pursuing researches regarding service quality. Dr.Huam Hon Tat is a senior lecturer at University of Technology Malaysia.

Les informations fournies dans la section « A propos du livre » peuvent faire référence à une autre édition de ce titre.

Éditeur
LAP Lambert Academic Publishing
Date d'édition
2011
Langue
anglais
ISBN 10 
3844382755
ISBN 13 
9783844382754
Reliure
Broché
Nombre de pages
156
Coordonnées du fabricant
non disponible
Personne responsable
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