Service quality and customer satisfaction of low cost carried on pre-flight, in-flight, and post flight; a case of Malindo Air / Aini Nazirah Ahman, Muhammad Nabil Fikri Razman and Zainul Ariffin Abu Bakar

Low cost carrier or low-cost airline refer to the airline that provided the basic need with the no-frills, discounted or budgeted carrier in exchanges for eliminating the traditional passenger services. The Malaysia home-grown have several low-cost carriers such as Air Asia, Firefly, and Malindo Air...

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Main Authors:	Ahman, Aini Nazirah, Razman, Muhammad Nabil Fikri, Abu Bakar, Zainul Ariffin
Format:	Thesis
Language:	English
Published:	2015
Subjects:	Air transportation Airlines Consumer satisfaction
Online Access:	https://ir.uitm.edu.my/id/eprint/61219/1/61219.pdf
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id	my-uitm-ir.61219
record_format	uketd_dc
spelling	my-uitm-ir.612192022-07-12T02:34:30Z Service quality and customer satisfaction of low cost carried on pre-flight, in-flight, and post flight; a case of Malindo Air / Aini Nazirah Ahman, Muhammad Nabil Fikri Razman and Zainul Ariffin Abu Bakar 2015 Ahman, Aini Nazirah Razman, Muhammad Nabil Fikri Abu Bakar, Zainul Ariffin Air transportation. Airlines Consumer satisfaction Customer services. Customer relations Low cost carrier or low-cost airline refer to the airline that provided the basic need with the no-frills, discounted or budgeted carrier in exchanges for eliminating the traditional passenger services. The Malaysia home-grown have several low-cost carriers such as Air Asia, Firefly, and Malindo Air. Therefore, this study focus on the customer satisfaction toward three stages; pre-flight, in-flight, and post-flight on the choose airline, Malindo Air. There were 210 questionnaires distributed during the duration of the survey. However, only 195 questionnaires were found to be valid and used for data analysis. Through the keyed data on SPSS version 23 shows that the most satisfied the passengers are during in-flight and post flight. The result revealed that “tangible”, “frequent flyer”, “timeliness”, “courtesy and language”, “responsiveness”, and “reliability”. However, only “tangible” and “frequent flyer” contributes significantly to the prediction of satisfaction on the services of low-cost carrier, Malindo Air. 2015 Thesis https://ir.uitm.edu.my/id/eprint/61219/ https://ir.uitm.edu.my/id/eprint/61219/1/61219.pdf text en public degree Universiti Teknologi MARA, Melaka Faculty of Hotel and Tourism Management
institution	Universiti Teknologi MARA
collection	UiTM Institutional Repository
language	English
topic	Air transportation Airlines Consumer satisfaction Air transportation Airlines
spellingShingle	Air transportation Airlines Consumer satisfaction Air transportation Airlines Ahman, Aini Nazirah Razman, Muhammad Nabil Fikri Abu Bakar, Zainul Ariffin Service quality and customer satisfaction of low cost carried on pre-flight, in-flight, and post flight; a case of Malindo Air / Aini Nazirah Ahman, Muhammad Nabil Fikri Razman and Zainul Ariffin Abu Bakar
description	Low cost carrier or low-cost airline refer to the airline that provided the basic need with the no-frills, discounted or budgeted carrier in exchanges for eliminating the traditional passenger services. The Malaysia home-grown have several low-cost carriers such as Air Asia, Firefly, and Malindo Air. Therefore, this study focus on the customer satisfaction toward three stages; pre-flight, in-flight, and post-flight on the choose airline, Malindo Air. There were 210 questionnaires distributed during the duration of the survey. However, only 195 questionnaires were found to be valid and used for data analysis. Through the keyed data on SPSS version 23 shows that the most satisfied the passengers are during in-flight and post flight. The result revealed that “tangible”, “frequent flyer”, “timeliness”, “courtesy and language”, “responsiveness”, and “reliability”. However, only “tangible” and “frequent flyer” contributes significantly to the prediction of satisfaction on the services of low-cost carrier, Malindo Air.
format	Thesis
qualification_level	Bachelor degree
author	Ahman, Aini Nazirah Razman, Muhammad Nabil Fikri Abu Bakar, Zainul Ariffin
author_facet	Ahman, Aini Nazirah Razman, Muhammad Nabil Fikri Abu Bakar, Zainul Ariffin
author_sort	Ahman, Aini Nazirah
title	Service quality and customer satisfaction of low cost carried on pre-flight, in-flight, and post flight; a case of Malindo Air / Aini Nazirah Ahman, Muhammad Nabil Fikri Razman and Zainul Ariffin Abu Bakar
title_short	Service quality and customer satisfaction of low cost carried on pre-flight, in-flight, and post flight; a case of Malindo Air / Aini Nazirah Ahman, Muhammad Nabil Fikri Razman and Zainul Ariffin Abu Bakar
title_full	Service quality and customer satisfaction of low cost carried on pre-flight, in-flight, and post flight; a case of Malindo Air / Aini Nazirah Ahman, Muhammad Nabil Fikri Razman and Zainul Ariffin Abu Bakar
title_fullStr	Service quality and customer satisfaction of low cost carried on pre-flight, in-flight, and post flight; a case of Malindo Air / Aini Nazirah Ahman, Muhammad Nabil Fikri Razman and Zainul Ariffin Abu Bakar
title_full_unstemmed	Service quality and customer satisfaction of low cost carried on pre-flight, in-flight, and post flight; a case of Malindo Air / Aini Nazirah Ahman, Muhammad Nabil Fikri Razman and Zainul Ariffin Abu Bakar
title_sort	service quality and customer satisfaction of low cost carried on pre-flight, in-flight, and post flight; a case of malindo air / aini nazirah ahman, muhammad nabil fikri razman and zainul ariffin abu bakar
granting_institution	Universiti Teknologi MARA, Melaka
granting_department	Faculty of Hotel and Tourism Management
publishDate	2015
url	https://ir.uitm.edu.my/id/eprint/61219/1/61219.pdf
_version_	1783735226435895296

Service quality and customer satisfaction of low cost carried on pre-flight, in-flight, and post flight; a case of Malindo Air / Aini Nazirah Ahman, Muhammad Nabil Fikri Razman and Zainul Ariffin Abu Bakar

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