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ASSESSING CUSTOMER VIEWPOINTS IN THE AIRLINE SERVICES

    Authors

    • Mohd Faizun Mohamad Yazid 1
    • Aeshah Mohd Ali 2
    • Sanusi Abdul Manaf 1

    1 Universiti Kuala Lumpur

    2 UCSI University, Kuala Lumpur, Malaysia

,

Document Type : Research Article

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Abstract

This research aims to measure the relationship between service quality, brand image, confidence, and price to satisfy customers. This study was based on consumer expectations in Malaysia's airline industry. Customer satisfaction has become a fundamental problem, especially when the competition is stiff, and consumers have more bargaining power. This research used data-gathering questionnaires. Two hundred respondents attended data collection activities. Survey types consisted of several sections separated by variables. The questionnaire was distributed at Malaysia's three primary airports and completed for a month. Participants volunteered for analysis. Results indicate that the price was not crucial to customer satisfaction. The remaining factors remain optimistic and critical to customer satisfaction. Not only the airline industry, but all logistics service providers can use the findings.

Keywords

  • Brand Image
  • trust
  • Price
  • Service Quality
  • satisfaction
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European Journal of Molecular & Clinical Medicine
Volume 7, Issue 3
November 2020
Page 4128-4142
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  • Article View: 332
  • PDF Download: 592

APA

Yazid, M. F. M., Ali, A. M., & Manaf, S. A. (2020). ASSESSING CUSTOMER VIEWPOINTS IN THE AIRLINE SERVICES. European Journal of Molecular & Clinical Medicine, 7(3), 4128-4142.

MLA

Mohd Faizun Mohamad Yazid; Aeshah Mohd Ali; Sanusi Abdul Manaf. "ASSESSING CUSTOMER VIEWPOINTS IN THE AIRLINE SERVICES". European Journal of Molecular & Clinical Medicine, 7, 3, 2020, 4128-4142.

HARVARD

Yazid, M. F. M., Ali, A. M., Manaf, S. A. (2020). 'ASSESSING CUSTOMER VIEWPOINTS IN THE AIRLINE SERVICES', European Journal of Molecular & Clinical Medicine, 7(3), pp. 4128-4142.

VANCOUVER

Yazid, M. F. M., Ali, A. M., Manaf, S. A. ASSESSING CUSTOMER VIEWPOINTS IN THE AIRLINE SERVICES. European Journal of Molecular & Clinical Medicine, 2020; 7(3): 4128-4142.

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