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
格式: Thesis
語言:English
出版: 2014
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在線閱讀:https://ir.uitm.edu.my/id/eprint/40343/1/40343.pdf
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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
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