Influence of service quality and role of value for money towards customer satisfaction of Air Asia Airlines / Fatin Nur Atiqah Mohamad Aswad

The quality of service is described as a function of the distinction between the estimated service and the perception of the real service given to the customer while value for money helps as a predictable element used by marketers and evolve promotion and pricing strategies. As for customer satisfac...

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Main Author:	Mohamad Aswad, Fatin Nur Atiqah
Format:	Student Project
Language:	English
Published:	Faculty of Business and Management 2019
Subjects:	Air transportation. Airlines Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling Consumer satisfaction
Online Access:	http://ir.uitm.edu.my/id/eprint/25744/ http://ir.uitm.edu.my/id/eprint/25744/1/PPb_FATIN%20NUR%20ATIQAH%20MOHAMAD%20ASWAD%20BM%20M%2019_5.pdf

id	uitm-25744
recordtype	eprints
spelling	uitm-257442019-10-23T09:04:10Z http://ir.uitm.edu.my/id/eprint/25744/ Influence of service quality and role of value for money towards customer satisfaction of Air Asia Airlines / Fatin Nur Atiqah Mohamad Aswad Mohamad Aswad, Fatin Nur Atiqah Air transportation. Airlines Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling Consumer satisfaction The quality of service is described as a function of the distinction between the estimated service and the perception of the real service given to the customer while value for money helps as a predictable element used by marketers and evolve promotion and pricing strategies. As for customer satisfaction, customer will instantly repeat their purchase when they are satisfied with the product and service that offered by the firm. “Influence of Service Quality and Role of Value for Money Towards Customer Satisfaction of Air Asia Airlines”. The purpose of this research is to study the service quality elements (tangible, reliability, responsiveness, assurance and empathy) towards satisfaction of AirAsia Airline customers. Main problem that AirAsia Airline faced are too many complaints from customers, delay in flight schedule and cancellation, lastly, decreasing in customer satisfaction. The main objective of this research is to identify the relationship between service quality elements and value of money towards satisfaction of Air Asia Airlines passengers. For research methodology, six hypotheses were constructed to determine the relationship between service quality elements (tangible, reliability, responsiveness, assurance, and empathy) towards customer satisfaction. The questionnaires were distributed and 105 respondents were obtained with convenience sampling will used as sampling technique that was analyzed with Statistical Program for the Social Science (SPSS) version 23. Result showed that value of money has the relationship with AirAsia Airlines’s passenger satisfaction, while service quality elements (tangible, reliability, responsiveness, assurance, empathy) did not have relationship with AirAsia Airlines’ passenger satisfaction. Faculty of Business and Management 2019 Student Project NonPeerReviewed text en http://ir.uitm.edu.my/id/eprint/25744/1/PPb_FATIN%20NUR%20ATIQAH%20MOHAMAD%20ASWAD%20BM%20M%2019_5.pdf Mohamad Aswad, Fatin Nur Atiqah (2019) Influence of service quality and role of value for money towards customer satisfaction of Air Asia Airlines / Fatin Nur Atiqah Mohamad Aswad. [Student Project] (Unpublished)
repository_type	Digital Repository
institution_category	Local University
institution	Universiti Teknologi MARA
building	UiTM Institutional Repository
collection	Online Access
language	English
topic	Air transportation. Airlines Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling Consumer satisfaction
spellingShingle	Air transportation. Airlines Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling Consumer satisfaction Mohamad Aswad, Fatin Nur Atiqah Influence of service quality and role of value for money towards customer satisfaction of Air Asia Airlines / Fatin Nur Atiqah Mohamad Aswad
description	The quality of service is described as a function of the distinction between the estimated service and the perception of the real service given to the customer while value for money helps as a predictable element used by marketers and evolve promotion and pricing strategies. As for customer satisfaction, customer will instantly repeat their purchase when they are satisfied with the product and service that offered by the firm. “Influence of Service Quality and Role of Value for Money Towards Customer Satisfaction of Air Asia Airlines”. The purpose of this research is to study the service quality elements (tangible, reliability, responsiveness, assurance and empathy) towards satisfaction of AirAsia Airline customers. Main problem that AirAsia Airline faced are too many complaints from customers, delay in flight schedule and cancellation, lastly, decreasing in customer satisfaction. The main objective of this research is to identify the relationship between service quality elements and value of money towards satisfaction of Air Asia Airlines passengers. For research methodology, six hypotheses were constructed to determine the relationship between service quality elements (tangible, reliability, responsiveness, assurance, and empathy) towards customer satisfaction. The questionnaires were distributed and 105 respondents were obtained with convenience sampling will used as sampling technique that was analyzed with Statistical Program for the Social Science (SPSS) version 23. Result showed that value of money has the relationship with AirAsia Airlines’s passenger satisfaction, while service quality elements (tangible, reliability, responsiveness, assurance, empathy) did not have relationship with AirAsia Airlines’ passenger satisfaction.
format	Student Project
author	Mohamad Aswad, Fatin Nur Atiqah
author_facet	Mohamad Aswad, Fatin Nur Atiqah
author_sort	Mohamad Aswad, Fatin Nur Atiqah
title	Influence of service quality and role of value for money towards customer satisfaction of Air Asia Airlines / Fatin Nur Atiqah Mohamad Aswad
title_short	Influence of service quality and role of value for money towards customer satisfaction of Air Asia Airlines / Fatin Nur Atiqah Mohamad Aswad
title_full	Influence of service quality and role of value for money towards customer satisfaction of Air Asia Airlines / Fatin Nur Atiqah Mohamad Aswad
title_fullStr	Influence of service quality and role of value for money towards customer satisfaction of Air Asia Airlines / Fatin Nur Atiqah Mohamad Aswad
title_full_unstemmed	Influence of service quality and role of value for money towards customer satisfaction of Air Asia Airlines / Fatin Nur Atiqah Mohamad Aswad
title_sort	influence of service quality and role of value for money towards customer satisfaction of air asia airlines / fatin nur atiqah mohamad aswad
publisher	Faculty of Business and Management
publishDate	2019
url	http://ir.uitm.edu.my/id/eprint/25744/ http://ir.uitm.edu.my/id/eprint/25744/1/PPb_FATIN%20NUR%20ATIQAH%20MOHAMAD%20ASWAD%20BM%20M%2019_5.pdf
first_indexed	2023-09-18T23:15:23Z
last_indexed	2023-09-18T23:15:23Z
_version_	1777419077056200704

Influence of service quality and role of value for money towards customer satisfaction of Air Asia Airlines / Fatin Nur Atiqah Mohamad Aswad

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