Factors influencing customer satisfaction in the airline industry: the case of M Airways
Factors influencing customer satisfaction in the airline industry: the case of M Airways
au.link.externalLink | [Full Text] (http://www.assumptionjournal.au.edu/index.php/icesde/article/view/4930/3068) | |
dc.contributor.author | Thidarat Tangthaweetham | |
dc.contributor.author | Piyathida Praditbatuga | |
dc.contributor.author | Santhiti Treetipbut | |
dc.date.accessioned | 2021-07-05T06:52:28Z | |
dc.date.available | 2021-07-05T06:52:28Z | |
dc.date.issued | 2020 | |
dc.description.abstract | This research is aimed to determine whether service quality, in terms of airline tangibles, terminal tangibles, personnel, empathy, and image, influences customer satisfaction towards M Airways. Sample of this study was first, and business passengers of M Airways. The study employed the questionnaire method as a tool to collect data from 100 respondents. The Multiple Linear Regression (MLR) analysis of image, terminal tangibles, airline tangibles, empathy, and personnel have proven to be statistically significant in influencing customer satisfaction [r2 = .502, Adjust r2 = 0.476, F = 18.978, p = .000]. Moreover, image had the strongest influence on customer satisfaction, followed by terminal tangibles, airline tangibles, empathy, and personnel, respectively. Therefore, if M Airways would like to increase its level of customer satisfaction, it has to focus most on improving the level of positive perception on the airline image, followed by terminal tangibles, airline tangibles, empathy, and personnel, respectively. | en_US |
dc.format.extent | 5 pages | en_US |
dc.format.mimetype | application/pdf | en_US |
dc.identifier.citation | AU Virtual International Conference Entrepreneurship and Sustainability in the Digital Era Vol. 1 No. 1 (2020), 258-262 | en_US |
dc.identifier.uri | https://repository.au.edu/handle/6623004553/24892 | |
dc.language.iso | eng | en_US |
dc.publisher | Assumption University Press | en_US |
dc.rights | This work is protected by copyright. Reproduction or distribution of the work in any format is prohibited without written permission of the copyright owner. | en_US |
dc.rights.holder | Assumption University | en_US |
dc.subject | Service quality | en_US |
dc.subject | Airline tangibles | en_US |
dc.subject | Terminal tangibles | en_US |
dc.subject | Personnel | en_US |
dc.subject | Empathy | en_US |
dc.subject | Image | en_US |
dc.subject | Customer satisfaction | en_US |
dc.subject.other | AU Virtual International Conference Entrepreneurship and Sustainability in the Digital Era | en_US |
dc.subject.other | AU Virtual International Conference Entrepreneurship and Sustainability in the Digital Era -- 2020 | en_US |
dc.title | Factors influencing customer satisfaction in the airline industry: the case of M Airways | en_US |
dc.type | Text | en_US |
mods.genre | Journal Article | en_US |
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