Document Type : Research Article
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.
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