Bookcover of AIRLINE INDUSTRY
Booktitle:

AIRLINE INDUSTRY

RELATIONSHIP BETWEEN PERCEIVED SERVICE QUALITY, CUSTOMER SATISFACTION AND BEHAVIOR INTENTION IN AIRLINE INDUSTRY

LAP LAMBERT Academic Publishing (2011-06-06 )

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ISBN-13:

978-3-8443-8275-4

ISBN-10:
3844382755
EAN:
9783844382754
Book language:
English
Blurb/Shorttext:
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.
Publishing house:
LAP LAMBERT Academic Publishing
Website:
https://www.lap-publishing.com/
By (author) :
Sangeetha Balasubramaniam, Dr. Huam Hon Tat
Number of pages:
156
Published on:
2011-06-06
Stock:
Available
Category:
Advertisement, marketing
Price:
59.00 €
Keywords:
service quality, customer satisfaction, Customer Behavior Intention, Service quality, Customer Satisfaction

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