AIRLINE INDUSTRY | RELATIONSHIP BETWEEN PERCEIVED SERVICE QUALITY, CUSTOMER SATISFACTION AND BEHAVIOR INTENTION IN AIRLINE INDUSTRY

Sangeetha Balasubramaniam (u. a.)

ISBN 10: 3844382755 / ISBN 13: 9783844382754

Published by LAP LAMBERT Academic Publishing, 2011

About this Item

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

Bibliographic Details

• Title: AIRLINE INDUSTRY | RELATIONSHIP BETWEEN PERCEIVED SERVICE QUALITY, CUSTOMER SATISFACTION AND BEHAVIOR INTENTION IN AIRLINE INDUSTRY
• Publisher: LAP LAMBERT Academic Publishing
• Publication Date: 2011
• Language: English
• ISBN 10: 3844382755
• ISBN 13: 9783844382754
• Binding: Taschenbuch
• Condition: Neu
• Dimensions: 220W x 150H x 10D millimeters 220 millimeters width by 150 millimeters height by 10 millimeters depth
• Weight: 250 grams
• Seller catalogs:
  • Bücher

About this title

Synopsis

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.

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.