Factors influencing customer satisfaction and behavioral intention. The airline industry in Malaysia

Factors influencing customer satisfaction and behavioral intention. The airline industry in Malaysia
Author: Yusuf Balarabe Abdullahi
Publisher: GRIN Verlag
Total Pages: 106
Release: 2021-03-19
Genre: Business & Economics
ISBN: 3346368564

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Master's Thesis from the year 2019 in the subject Business economics - Customer Relationship Management, CRM, grade: 3.6, Limkokwing University of Creative Technology, language: English, abstract: The main essential piece of this research would be the factors perceived value, perceived service quality, and brand image as they are the most powerful factors that influence customer satisfaction and Behavioural intentions in airline industry in Malaysia. A change in outlook was recorded as far as the simplicity of transportation and unwavering quality of the airlines companies over the globe. The airline industry has assumed a vital part in the worldwide economy particularly in filling in as an indispensable segment in the tourism industry and stays fundamental to the lead of universal business. The primary worry of any airlines partnership would dependably be satisfying the customers' needs by giving advantages and services at the highest point of its class. Customer satisfaction and Behavioural intentions stay basic in reflecting deals gainfulness and maintainability of the firm. This makes a consideration for the scientists to explore the key factors that influences the customer satisfaction and Behavioural intentions in airline industry. Consequently, this examination intends to decide the criticalness of contributing factors toward customer satisfaction and Behavioural intentions in minimal effort bearers (Low cost carriers) and full-service transporters in Malaysia. The reason for this investigation was to look at factors that impact the customer satisfaction and Behavioural intentions in airline industry. The information for this investigation was gathered utilizing overview poll. For this examination, the focused on populace is business or potentially relaxation voyagers who have flight encounter either with Low cost carriers or Full service carriers. An example populace of 200 understudies was conveyed to travelers who had no less than one flight involvement with either Low cost carriers or Full service carriers. The information was accumulated from travelers who were sitting tight for their flights in Kuala Lumpur International Airport (KLIA) and Low Cost Carrier Terminal (LCCT). Also, the factual bundle for Social Sciences (SPSS) is being utilized to break down the information gathered all through the study. A couple of proposals are displayed to propose gainful recommendations and call for additionally ponders.

Airline Industry

Airline Industry
Author: Sangeetha Balasubramaniam
Publisher: LAP Lambert Academic Publishing
Total Pages: 156
Release: 2011-06
Genre:
ISBN: 9783844382754

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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.

Customer Satisfaction and Loyalty Toward Low Cost Carriers in Malaysia

Customer Satisfaction and Loyalty Toward Low Cost Carriers in Malaysia
Author: Nurul Aflah
Publisher:
Total Pages: 224
Release: 2014
Genre:
ISBN:

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The emergence of low cost carrier services has changed the fundamentals of aviation industry. The on-board services are generally removed to promote low fares. Through this new invention, the perception of customers regarding the quality, satisfaction, and loyalty of LCCs service are found to be different from full service airlines. Most of the studies done in Malaysia for LCC, focusing on the relationship between service quality and satisfaction. Therefore, the purpose of this study is to explore factors of service quality used in LCC industry that influence level of satisfaction as well as level of loyalty in Malaysia. To fulfill this study, data were collected from 221 respondents across Klang Valley area and Low Cost Carrier Terminal (LCCT). SPSS and Amos were used in data analysis to present meaningful result for this study. From the result obtained in CFA, the structural equation modelling (SEM) was performed to examine the relationship of the hypotheses developed for this study. The result revealed that there is positive and significant relationship between service quality and customer satisfaction. In addition, the result also disclosed the positive and significant relationship between customer satisfaction and loyalty.

Proceedings of the 1st UPY International Conference on Education and Social Science (UPINCESS 2022)

Proceedings of the 1st UPY International Conference on Education and Social Science (UPINCESS 2022)
Author: Ari Kusuma Wardana
Publisher: Springer Nature
Total Pages: 443
Release: 2023-02-10
Genre: Education
ISBN: 2494069394

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This is an open access book. It has been two years since the COVID-19 pandemic swept across the world. This has more or less left a mark of memories and trauma for more or fewer people. This pandemic reminds people around the world that there are things that can happen without people knowing it. People start to worry and pessimistically see the uncertainty that lies in the future. To deal with this, a strategy is needed through educational innovation and social science to answer and face the challenges of uncertainty in the future. Breakthroughs in education and social science are the most strategic ways to build and enhance human capacity to solve problems, environmental and social problems. The spirit of innovation, rising from an economic downturn, the use of technology is obtained through the role of educational institutions. This can be interpreted that innovation in education and social science produces superior humans, who have good behavior, and wise humans. So that in the face of uncertainty in the post-pandemic period, humans have strategies and become more prepared. To find out more about strategies for dealing with and responding to future uncertainties after the pandemic through educational innovations and social science, it is necessary to conduct research or studies that discuss these matters and be published widely. To support this, Universitas PGRI Yogyakarta held an international conference and Call for Papers The 1st UPY International Conference on Education and Social Science (UPINCESS) “Strategies to Deal with Uncertainty through Education and Social Science Innovation” on June 15, 2022.

From Industry 4.0 to Industry 5.0

From Industry 4.0 to Industry 5.0
Author: Allam Hamdan
Publisher: Springer Nature
Total Pages: 1022
Release: 2023-07-31
Genre: Technology & Engineering
ISBN: 3031283147

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This book aims at bringing together global researchers to generate thought on how this transition from Industry 4.0 to Industry 5.0 could make a difference to the globe for larger good. The collaboration and interaction between man and machine has given rise to Industry 5.0. With the prime objective of Industry 5.0 to create a benefit for the human beings while tapping on to the advantage of Industry 4.0, in no case, does it replace what has already been achieved. In fact, it brings to light what can be done in order to make life better. While Industry 4.0 offered extraordinary technological advancement, Industry 5.0 reasons out that technology alone is not sufficient to answer everything or provide a solution, but it is an amalgamation of both machine and human interaction to create that difference. In fact, with the impact of widespread digitalization that has led to dehumanization of the industrial makeup, the interest of global researchers has increased toward mapping how the human creativity and brainpower can be reconciled with the intelligent systems that can enhance process efficiency. Industry 5.0 has touched upon some of those key domains which are of much concern and debate globally including resilience (both business and cyber), environment and sustainability, diversity and inclusion, values and ethics, vision and purpose, circular economy, understanding the human–machine collaboration and the ‘human-touch’ in the production process. This transition that has taken place in moving from Industry 4.0 to Industry 5.0 has essentially created a need to pay cognizance to the role of ‘human’ in the process which creates an enhanced focus toward the right kind of skills and competencies, identification of training and developmental needs, talent acquisition and management, safety and wellbeing, future of work as well as hybrid working models. Undeniably, the pace with which Industry 4.0 has been accelerating has bypassed the first three industrial revolutions, which is definitely a consequence of the fast introduction of new and cutting-edge technologies. While organizations are already in analyzing the context, mapping this transition and the flow of activities from Industry 4.0 to 5.0 is gaining attention as Industry 4.0 lacked personalization and customization. This co-existence of man and machine creates a pathway for newer prospects and opportunities to emerge and expand possibilities of personalization with the empowerment of ‘human’ in the production process. This lays the foundation for this book. This book adopts a forward-looking approach by bringing in research and contributions that facilitate in mapping the consereasons, consequences and solutions for ‘man+machine’ across industries. This book serves as a guide not just to academia but also to the industry to adopt suitable strategies that offer insights into global best practices as well as the innovations in the domain.

Antecedents of Brand Loyalty in the Commercial Airline Industry

Antecedents of Brand Loyalty in the Commercial Airline Industry
Author: Hadj Smail Mustapha
Publisher:
Total Pages: 294
Release: 2013
Genre: Airlines
ISBN:

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Building and maintaining long-term relationship with customers is a key element of the relationship marketing philosophy, this requires an understanding of the customerfirm interaction. The concept of brand loyalty can be employed to emphasis the attitudinal and behavioural aspects of this relationship. This study aims to investigate the antecedents of brand loyalty in the conventional airline industry in Malaysia and gain an understanding of the dimensions of brand loyalty. Moreover, it investigates the impact of customer satisfaction, service quality, perceived value and brand image on brand loyalty. In addition to this, the study follows the composite approach and proposes that brand loyalty consists of a behavioural dimension and attitudinal dimension. The questionnaire data was collected from 327 airline passengers travelling from and to Malaysia. Two-stage Structural Equation Modelling (SEM) was followed to test the research model and hypotheses of this study. Therefore, the analysis of data showed that the two dimension model of brand loyalty was significant indicating that brand loyalty consists of attitudinal and behavioural dimensions. Furthermore, it was found that there were significant relationships between the variables except for four paths. The four insignificant paths were the relationship between 'service quality and attitudinal loyalty', 'airline image and customer satisfaction', ' service quality and attitudinal loyalty through customer satisfaction' and 'airline image and attitudinal loyalty through customers satisfaction'. The results of testing the structural model also indicated that customer satisfaction mediates the relationship between perceived value and brand loyalty.

Principles of Marketing, An Asian Perspective

Principles of Marketing, An Asian Perspective
Author: Philip Kotler
Publisher: Pearson Higher Ed
Total Pages: 774
Release: 2017-05-03
Genre: Business & Economics
ISBN: 129208975X

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For Principles of Marketing courses that require a comprehensive text. Help students learn how to create value through customer connections and engagement In a fast-changing, increasingly digital and social marketplace, it’s more vital than ever for marketers to develop meaningful connections with their customers. The Principles of Marketing, An Asian Perspective provides an authoritative, comprehensive, innovative, managerial, and practical introduction to the fascinating world of marketing in and from Asia. It helps students master today’s key marketing challenge: to create vibrant, interactive communities of consumers in Asia who make products and brands an integral part of their daily lives. To help students in Asia understand how to create value and build customer relationships, the Asian Perspective presents fundamental marketing information within an innovative customer-value framework. This textbook makes learning about and teaching Asian marketing easier and more exciting for both students and instructors by providing a variety of vignettes, up-to-date corporate examples, and relevant case studies. The full text downloaded to your computer With eBooks you can: search for key concepts, words and phrases make highlights and notes as you study share your notes with friends eBooks are downloaded to your computer and accessible either offline through the Bookshelf (available as a free download), available online and also via the iPad and Android apps. Upon purchase, you'll gain instant access to this eBook. Time limit The eBooks products do not have an expiry date. You will continue to access your digital ebook products whilst you have your Bookshelf installed.