THE INFLUENCE OF SERVICE QUALITY, BRAND IMAGE, TRUST, AND PRICE ON CUSTOMER SATISFACTION: CASE OF AIRLINE SERVICES
2020
The aims of this paper is to measure the relationship between service quality, brand image, trust
and price towards customer satisfaction. The study focused on the customer perceptions in the airline industry,
Malaysia. Customer satisfaction have becoming important issues especially when the competition is stiff and
customer have more bargaining power. This study used questionnaires to collect data. 200 respondents
participated in the data collection exercises. Survey forms consisted of several part in which split by the
variables. Questionnaire were distributed at the major airports in 3 major state in Malaysia. It took all together
one months to complete the data collections process. Participants was based on voluntary basis for the purposed
of research. The results indicate that price was not significant towards customer satisfaction. The rest of factors
remain positive and important in leading customer satisfaction. The results can be used not only by the airlines
industry but all logistic service providers.
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