AIRLINE INDUSTRY | RELATIONSHIP BETWEEN PERCEIVED SERVICE QUALITY, CUSTOMER SATISFACTION AND BEHAVIOR INTENTION IN AIRLINE INDUSTRY. This item is unavailable.
Language: English
Published by LAP LAMBERT Academic Publishing, 2011
- Softcover
- New
Unavailable
Softcover
Condition: New
US$ 58.98
Item description from seller
AIRLINE INDUSTRY | RELATIONSHIP BETWEEN PERCEIVED SERVICE QUALITY, CUSTOMER SATISFACTION AND BEHAVIOR INTENTION IN AIRLINE INDUSTRY | Sangeetha Balasubramaniam (u. a.) | Taschenbuch | 156 S. | Englisch | 2011 | LAP LAMBERT Academic Publishing | EAN 9783844382754 | Verantwortliche Person für die EU: BoD - Books on Demand, In de Tarpen 42, 22848 Norderstedt, info[at]bod[dot]de | Anbieter: preigu.
Seller Inventory # 106943367
- Title
- AIRLINE INDUSTRY | RELATIONSHIP BETWEEN PERCEIVED SERVICE QUALITY, CUSTOMER SATISFACTION AND BEHAVIOR INTENTION IN AIRLINE INDUSTRY
- Author
- Sangeetha Balasubramaniam (u. a.)
- Publisher
- LAP LAMBERT Academic Publishing
- Publication year
- 2011
- Condition
- Neu
- Binding
- Taschenbuch
- Language
- English
- ISBN 10
- 3844382755
- ISBN 13
- 9783844382754
- Item weight
- 250 grams
- Dimensions
- 220 x 150 x 10 mm
- Seller catalogs
- Bücher
Service quality has become prime part of all highly developed organization's strategic plan. Higher attention on service quality has resulted in increasing profit of an organization. Airline services has possesses all the features of service industry such as tangible, reliability, responsiveness, assurance and empathy. This study was to examine the relationship between perceived service quality, customer satisfaction and behavioral intentions in airline industry. The objective of this study were to examine the relationship between perceived service quality and customer satisfaction, to examine the relationship between perceived service quality and customer's behavioral intentions, to determine the relationship between customer satisfaction and customer's behavioral intentions and finally to determine whether customer satisfaction mediates the relationship between perceived service quality and customer behavioral intentions. This research conducted on the domestic Air Asia passengers at Sultan Ismail International Airport (Senai, Johor)in Malaysia.
"Synopsis" may belong to another edition of this title.
About the Author
Sangeetha Balasubramaniam is currently pursuing researches regarding service quality. Dr.Huam Hon Tat is a senior lecturer at University of Technology Malaysia.
"About the title" may belong to another edition of this title.