Factors influencing customer satisfaction and behavioral intention. The airline industry in Malaysia (PDF)

Master's Thesis from the year 2019 in the subject Business economics - Customer Relationship Management, CRM, grade: 3.6, Limkokwing University of Creative Technology, language: English, abstract: The main essential piece of this research would be the factors perceived value, perceived service quality, and brand image as they are the most powerful factors that influence customer satisfaction and Behavioural intentions in airline industry in Malaysia. A change in outlook was recorded as far as the simplicity of transportation and unwavering quality of the airlines companies over the globe. The airline industry has assumed a vital part in the worldwide economy particularly in filling in as an indispensable segment in the tourism industry and stays fundamental to the lead of universal business. The primary worry of any airlines partnership would dependably be satisfying the customers' needs by giving advantages and services at the highest point of its class. Customer satisfaction and Behavioural intentions stay basic in reflecting deals gainfulness and maintainability of the firm.

This makes a consideration for the scientists to explore the key factors that influences the customer satisfaction and Behavioural intentions in airline industry. Consequently, this examination intends to decide the criticalness of contributing factors toward customer satisfaction and Behavioural intentions in minimal effort bearers (Low cost carriers) and full-service transporters in Malaysia. The reason for this investigation was to look at factors that impact the customer satisfaction and Behavioural intentions in airline industry. The information for this investigation was gathered utilizing overview poll. For this examination, the focused on populace is business or potentially relaxation voyagers who have flight encounter either with Low cost carriers or Full service carriers. An example populace of 200 understudies was conveyed to travelers who had no less than one flight involvement with either Low cost carriers or Full service carriers. The information was accumulated from travelers who were sitting tight for their flights in Kuala Lumpur International Airport (KLIA) and Low Cost Carrier Terminal (LCCT). Also, the factual bundle for Social Sciences (SPSS) is being utilized to break down the information gathered all through the study. A couple of proposals are displayed to propose gainful recommendations and call for additionally ponders.