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A Study of Customer Satisfaction Towards Service Quality in Airasia Malaysia- Eng, Lee, Tan, & Yeoh (2012)

A Study of Customer Satisfaction Towards Service Quality in Airasia Malaysia- Eng, Lee, Tan, & Yeoh (2012)

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Published by Chun Yam Yeoh
In rapidly changing contemporary business world, the emerging significance of the
airlines industry has been one of the most crucial economic developments of the past
decade. A paradigm shift was recorded in terms of the ease of transportation and
reliability of the airlines corporations across the globe. The airlines industry has
played an important role in the global economy especially in serving as a vital
component in the tourism industry and remains essential to the conduct of
international business. Moreover, low cost carriers have become dominant players in
the airlines industry in the recent years. AirAsia Malaysia has made a remarkable
revolution in the air travel with rapidly increasing growth over the years.

The most concern of any airlines corporation would always be the fulfilling the
customers’ needs by providing benefits and services top of its class. Service quality
remains essential in reflecting sales profitability and sustainability of the firm. This
creates an attention for the researchers to investigate the key factors that affect the
customer satisfaction in service quality of the airlines industry. The airlines
organization being investigated is AirAsia Malaysia due to its identity of a local
company and classification of LCC. Hence, this study aims to determine the
significance of contributing factors towards customer satisfaction and service quality
of AirAsia Malaysia.

The overall purpose of the thesis is analyzed from different perspectives: by identying
the factors that contribute towards customer satisfaction and service quality in
AirAsia as well as by investigating the relative significance of the customer
satisfaction and service quality determinants. The researches have distributed 200
copies of questionnaires around Kuala Lumpur, Klang Valley, Low Cost Carriers
Terminals and target respondents are air travellers who have experienced the air
travel in AirAsia. Moreover, the statistical package for Social Sciences (SPSS) is
being used to analyze the data collected through the survey. A recommendation is
presented to propose beneficial suggestions and call for further studies
In rapidly changing contemporary business world, the emerging significance of the
airlines industry has been one of the most crucial economic developments of the past
decade. A paradigm shift was recorded in terms of the ease of transportation and
reliability of the airlines corporations across the globe. The airlines industry has
played an important role in the global economy especially in serving as a vital
component in the tourism industry and remains essential to the conduct of
international business. Moreover, low cost carriers have become dominant players in
the airlines industry in the recent years. AirAsia Malaysia has made a remarkable
revolution in the air travel with rapidly increasing growth over the years.

The most concern of any airlines corporation would always be the fulfilling the
customers’ needs by providing benefits and services top of its class. Service quality
remains essential in reflecting sales profitability and sustainability of the firm. This
creates an attention for the researchers to investigate the key factors that affect the
customer satisfaction in service quality of the airlines industry. The airlines
organization being investigated is AirAsia Malaysia due to its identity of a local
company and classification of LCC. Hence, this study aims to determine the
significance of contributing factors towards customer satisfaction and service quality
of AirAsia Malaysia.

The overall purpose of the thesis is analyzed from different perspectives: by identying
the factors that contribute towards customer satisfaction and service quality in
AirAsia as well as by investigating the relative significance of the customer
satisfaction and service quality determinants. The researches have distributed 200
copies of questionnaires around Kuala Lumpur, Klang Valley, Low Cost Carriers
Terminals and target respondents are air travellers who have experienced the air
travel in AirAsia. Moreover, the statistical package for Social Sciences (SPSS) is
being used to analyze the data collected through the survey. A recommendation is
presented to propose beneficial suggestions and call for further studies

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Published by: Chun Yam Yeoh on Jul 11, 2012
Copyright:Traditional Copyright: All rights reserved

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