รหัสดีโอไอ 10.14456/ssa.2015.23
Creator 1. Melam Zangmo
2. Wasin Liampreecha
3. Sujinda Chemsripong
Title The influencing factors of customer retention in airline industry: a case of drukair royal Bhutan airlines
Publisher National Research Council of Thailand
Publication Year 2015
Journal Title Social Science Asia
Journal Vol. 1
Journal No. 3 (March)
Page no. 84-92
ISSN 2229-2609
Abstract The main objective of this study was to examine the influencing factor of customer retention in the airline industry in context of Bhutan airlines, specifically Drukair Royal Bhutan Airlines (Drukair). To achieve this objective, the research was guided by three hypotheses. Using fully structured uestionnaires, data was collected from randomly selected passengers of international flights of Drukair at Paro International Airport. 382 samples were valid and used for analyzing the data. A statistical package for social sciences (SPSS, 17 versions) was used to analyze the data. Regression analysis wasperformed to test the hypothesis. The result indicated that customer perceived service quality, customer satisfaction and customer loyalty has a positive impact on customer retention. It is uggested that Drukair and other airline companies to consider those factors in retaining their existing customers.
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Melam Zangmo และผู้แต่งคนอื่นๆ. (2015) The influencing factors of customer retention in airline industry: a case of drukair royal Bhutan airlines. Social Science Asia,1,84-92.
Melam Zangmo และผู้แต่งคนอื่นๆ. "The influencing factors of customer retention in airline industry: a case of drukair royal Bhutan airlines". Social Science Asia 1 (2015):84-92.
Melam Zangmo และผู้แต่งคนอื่นๆ. The influencing factors of customer retention in airline industry: a case of drukair royal Bhutan airlines. National Research Council of Thailand:ม.ป.ท. 2015.