Customer satisfaction - the introduction stage of Malindo Air / Nur Izzuha Abdul Manap, Nurul Akamniza Rakman & Arliza Mohd Nor

Low cost carrier is now the trending business model of the airline industry in the Asian region. The latest entrant to the market, Malinda Air, was launched in September 2012, and has sparked the interest to do this study. The main objective of the study is to identify the significant dimensions of...

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Main Authors:	Manap, Nur Izzuha, Rakman, Nurul Akamniza, Mohd Nor, Arliza
Format:	Thesis
Language:	English
Published:	2014
Subjects:	Air transportation Airlines
Online Access:	https://ir.uitm.edu.my/id/eprint/40343/1/40343.pdf
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id	my-uitm-ir.40343
record_format	uketd_dc
spelling	my-uitm-ir.403432021-03-10T03:15:07Z Customer satisfaction - the introduction stage of Malindo Air / Nur Izzuha Abdul Manap, Nurul Akamniza Rakman & Arliza Mohd Nor 2014 Manap, Nur Izzuha Rakman, Nurul Akamniza Mohd Nor, Arliza Air transportation. Airlines Market segmentation. Target marketing Low cost carrier is now the trending business model of the airline industry in the Asian region. The latest entrant to the market, Malinda Air, was launched in September 2012, and has sparked the interest to do this study. The main objective of the study is to identify the significant dimensions of airline services that correlate with customer's satisfaction. This study also formulates and recommends strategies for Malinda Air to improve its service quality and thus, reduce the number of complaint in order to establish itself in the airline industry. Academic constructs and theoretical framework of previous studies are employed to achieve the objectives of this study. The data collection is conducted using two approaches, primary and secondary data. Primary data were gathered from questionnaires and interviews while the secondary data were sourced from reports, journals and magazines. The 300 peoples are responded to the survey where distributed at Senai International Airport, Johor. The findings of the study indicated that onboard service were significant towards customer satisfaction. Business tools like SWOT, Porter's five forces and PEST are used in analyzing the Malinda Air's internal capabilities and external environment that may give impact to the performance Malinda Air is at the introduction stage where the complaints gathered need to be scrutinized and remedial actions to be undertaken in order to reduce the number of complaints that may affect the image and hence, the sustainability of Malinda Air. Finally, several suggestions are recommended in order to increase the level of customer satisfaction on the services provided by Malinda Air. 2014 Thesis https://ir.uitm.edu.my/id/eprint/40343/ https://ir.uitm.edu.my/id/eprint/40343/1/40343.pdf text en public masters Universiti Teknologi Mara Cawangan Johor Faculty of Business Management Daut, Dr. Azizah
institution	Universiti Teknologi MARA
collection	UiTM Institutional Repository
language	English
advisor	Daut, Dr. Azizah
topic	Air transportation Airlines Air transportation Airlines
spellingShingle	Air transportation Airlines Air transportation Airlines Manap, Nur Izzuha Rakman, Nurul Akamniza Mohd Nor, Arliza Customer satisfaction - the introduction stage of Malindo Air / Nur Izzuha Abdul Manap, Nurul Akamniza Rakman & Arliza Mohd Nor
description	Low cost carrier is now the trending business model of the airline industry in the Asian region. The latest entrant to the market, Malinda Air, was launched in September 2012, and has sparked the interest to do this study. The main objective of the study is to identify the significant dimensions of airline services that correlate with customer's satisfaction. This study also formulates and recommends strategies for Malinda Air to improve its service quality and thus, reduce the number of complaint in order to establish itself in the airline industry. Academic constructs and theoretical framework of previous studies are employed to achieve the objectives of this study. The data collection is conducted using two approaches, primary and secondary data. Primary data were gathered from questionnaires and interviews while the secondary data were sourced from reports, journals and magazines. The 300 peoples are responded to the survey where distributed at Senai International Airport, Johor. The findings of the study indicated that onboard service were significant towards customer satisfaction. Business tools like SWOT, Porter's five forces and PEST are used in analyzing the Malinda Air's internal capabilities and external environment that may give impact to the performance Malinda Air is at the introduction stage where the complaints gathered need to be scrutinized and remedial actions to be undertaken in order to reduce the number of complaints that may affect the image and hence, the sustainability of Malinda Air. Finally, several suggestions are recommended in order to increase the level of customer satisfaction on the services provided by Malinda Air.
format	Thesis
qualification_level	Master's degree
author	Manap, Nur Izzuha Rakman, Nurul Akamniza Mohd Nor, Arliza
author_facet	Manap, Nur Izzuha Rakman, Nurul Akamniza Mohd Nor, Arliza
author_sort	Manap, Nur Izzuha
title	Customer satisfaction - the introduction stage of Malindo Air / Nur Izzuha Abdul Manap, Nurul Akamniza Rakman & Arliza Mohd Nor
title_short	Customer satisfaction - the introduction stage of Malindo Air / Nur Izzuha Abdul Manap, Nurul Akamniza Rakman & Arliza Mohd Nor
title_full	Customer satisfaction - the introduction stage of Malindo Air / Nur Izzuha Abdul Manap, Nurul Akamniza Rakman & Arliza Mohd Nor
title_fullStr	Customer satisfaction - the introduction stage of Malindo Air / Nur Izzuha Abdul Manap, Nurul Akamniza Rakman & Arliza Mohd Nor
title_full_unstemmed	Customer satisfaction - the introduction stage of Malindo Air / Nur Izzuha Abdul Manap, Nurul Akamniza Rakman & Arliza Mohd Nor
title_sort	customer satisfaction - the introduction stage of malindo air / nur izzuha abdul manap, nurul akamniza rakman & arliza mohd nor
granting_institution	Universiti Teknologi Mara Cawangan Johor
granting_department	Faculty of Business Management
publishDate	2014
url	https://ir.uitm.edu.my/id/eprint/40343/1/40343.pdf
_version_	1783734575060484096

Customer satisfaction - the introduction stage of Malindo Air / Nur Izzuha Abdul Manap, Nurul Akamniza Rakman & Arliza Mohd Nor

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