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You searched Library Catalogue - Title: Penang : School of Business and Administration, Wawasan Open University, 2020.
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Call Number (WOU)
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SP CEMBA 2015 9
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Author
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Dimper Kour, Gerchan Singh
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Title
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Customer satisfaction towards the Airline industry in Malaysia : a case study on Air Asia's experience / Dimper Kour Gerchan Singh
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Abstract
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This research paper aims to study the customer satisfaction in the Malaysia’s Airline industry. Therefore, Air Asia has been chosen to be evaluated due to its Low Cost Carrier. The purpose of this research paper is to study the factor that impact on customer satisfaction towards Air Asia service quality. Five hypotheses has been created to measure the customer satisfaction of Air Asia service quality. In this case study, primary and secondary data will be used to measure the customer satisfaction level, survey questionnaire distributed to 100 passengers in KLIA2. Whereby, few literature review also has been done on the past journals and book that discuss on the customer satisfaction. All the collective results will be analysis by using SPSS software. From this case study on customer satisfaction towards Air Asia service quality, we hope that the data and results will help Air Asia to improve their service quality and at the same time, we hope that Air Asia will improve their service quality by using the recommendation that given in this case study.
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Notes
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Final project report submitted in partial fulfilment of the requirements for the Degree of Master of Business Administration (CeMBA).
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Publisher/Year
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Penang : School of Business and Administration, Wawasan Open University, 2015.
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Subject
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Airlines -- Malaysia.
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Subject
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Customer satisfaction.
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