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...
Saved in:
Main Authors: | , , |
---|---|
格式: | Thesis |
语言: | English |
出版: |
2015
|
主题: | |
在线阅读: | https://ir.uitm.edu.my/id/eprint/61219/1/61219.pdf |
标签: |
添加标签
没有标签, 成为第一个标记此记录!
|
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 |