|
AIRLINE SERVICE PERFORMANCE AND SERVICESCAPE AND THEIR INFLUENCES ON CUSTOMER SATISFACTION |
|---|---|
| รหัสดีโอไอ | |
| Creator | Chanin Yoopetch |
| Title | AIRLINE SERVICE PERFORMANCE AND SERVICESCAPE AND THEIR INFLUENCES ON CUSTOMER SATISFACTION |
| Contributor | Kantatouj Amaranonta |
| Publisher | University of the Thai Chamber of Commerce |
| Publication Year | 2559 |
| Journal Title | UTCC International Journal of Business and Economics |
| Journal Vol. | 8 |
| Journal No. | 2 |
| Page no. | 49-58 |
| Keyword | Service performance, Servicescape, Customer satisfaction, Airline industry |
| URL Website | http://ijbejournal.com/ |
| Website title | ijbejournal |
| ISSN | 1906-5582 (paper) |
| Abstract | Presently, airline industry is one of the fastest growing and highly competitive business sectors. The airline executives search for new ways to improve customer satisfaction in order to maintain their competitive edge. By understanding service performance and servicescape, the airlines can deliver better airline services to their passengers, leading to generate greater customer satisfaction. This study aims to study service performance and servicescape and their impacts on customer satisfaction. Primary data were collected from the airline passengers by using self-administered questionnaires. This study showed that service performance and servicescape had positive influence on customer satisfaction. Discussionsand further implications are also given in this study. |
