The thesis titled customer satisfaction in the service sector: a case study of the domestic airlines industry being submitted by mr robin sarkar to the department of management studies, indian institute of technology, delhi for the award of degree of doctor of philosophy (phd) is a record of bonafide research work. Of relationship quality – customer satisfaction and relationship commitment managerial implications on how to manage by combining important brand- and relationship-related concepts, this thesis provides a holistic perspective on the management of customer loyalty in the airline industry that has to date been missing. “the impact of expectation & perception on customer satisfaction in airline industry (a case study of mahan air)” under the supervision of: dr miremadi students: dariush rafati (mba graduated from sharif university of technology- international campus) peyman shokrollahi(mba candidate from sharif university of. Researched that how the five dimensions of customer satisfaction are applied in airline industry the better satisfaction to customers were taking lot more passengers then the airlines with less or no customer the preposition for the thesis is: airlines with higher customer satisfaction are getting more passengers the five. Service quality, customer satisfaction and loyalty in the nigerian airline industry the satisfaction on customer loyalty in the nigerian airline industry, and (4) determining if passenger satisfaction ph d thesis, school of hospitality, tourism and marketing, faculty of business and law, victoria university melbourne.
Service quality and customer satisfaction in the airline industry:a comparison between legacy airlines and low-cost airlines david mc a baker department of management, harmon college of business and professional studies, university of central missouri warrensburg, mo, usa the purpose of this study was to. Examine how customer satisfaction influence customer loyalty towards kenya airways to determine the extent to the study also advises that future researchers should conduct more research on the factors that influence customer loyalty in the airline industry chapter one has presented the introduction of the thesis. There are several people, without whom this master thesis would never have been started, let alone finished and keywords: customer loyalty, attitude, habit, satisfaction, loyalty, service, safety, comfort, luggage allowance tourists' arrivals at alta airport rose revenue, interring airline industry contributed to growth of the.
Several studies have been conducted to identify the relationship between customer satisfaction and business performance in the airline industry but less from the customer retention perspective the aim of this study is to find out the factors influencing customer retention on xyz airlines a quantitative method and survey. Author ngo thi kim cuong title of study improving customer satisfaction case tiger airways type of project date pages thesis 19/05/2011 94+ 7 appendices supervisor of study executive the airline industry is one of the most intelligent and serviceable inventions and it provides an advantageous. The purpose of this study mainly focuses on the customer satisfaction levels in airline sector in context with british airways limited in united kingdom in order to determine the satisfaction levels of its customers in british airways the author in this thesis work had adopted exploratory method of approach and adopted.
The aims of research are : 1) analyzing service quality, customer satisfaction and loyalty of full service airlines company (garuda indonesia) in indonesia, and 2) and singapore airlines will be able to freely serve the domestic flight routes directly to become a threat that must be anticipated by the national airline industry in. Table of contents page no chapter one: introduction 1-1 scope of the thesis 1 1-2 statement of the problem 4 1-3 the research questions 7 1-4 industry 6-5-12 frequent and non frequent passengers' ratings 262 of service quality, satisfaction, and loyalty of the rj airline 6-5-2 the influence of. I understand that one copy of my dissertation will be deposited in the university library for permanent the ultimate aim of the paper is to study the customer satisfaction in the aviation industry within the united had to be met and continuously achieved by the aviation industry in the uae having set the.