International travelers perception and experience toward airline service quality

• Main Author: Boey, Zu Qi
• Format: Final Year Project / Dissertation / Thesis
• Published: 2019
• Subjects: HF Commerce
• Online Access: http://eprints.utar.edu.my/5151/1/boey1703454.pdf; http://eprints.utar.edu.my/5151/

The objective of this research is to investigate the international travelers experience and perception toward airline service quality. This is utmost important for organizations in this industry to better know how customer experience and perception will emotionally affect customer perception toward the value, service quality, satisfaction and loyalty of the airline service. The reason that I choose this topic is to understand how emotionally the customer experience affect the performance of the firms as we know that consumers nowadays are more concern on engaging experience than knowing the brand and stay loyal to existing brand. To develop a stronger understanding the customer experience and how the other variables affect the airline industry, journals, studies, surveys are used in the research. Software Package for Social Sciences (SPSS) is used in this research to analyze the questionnaire data and illustrated it in bar charts, summaries, and central measures of tendencies. Finally, identification of critical areas for future research is stated.