Factors Affecting Customer Loyalty Through Customer Satisfaction On Airline E-Ticketing Services

Nurinsyirah, Abdul Rashid (2015) Factors Affecting Customer Loyalty Through Customer Satisfaction On Airline E-Ticketing Services. Project Report. UTeM, Melaka, Malaysia. (Submitted)

Text (24 pages) Factors Affecting Customer Loyalty Through Customer Satisfaction On Airline E-Ticketing Services 24 Pages.pdf - Submitted Version Download (433kB)

Abstract

Over the past decade, electronic ticketing become more important to airline industry. Electronic ticketing make purchasing of ticket easier. Customer loyalty on e-ticketing become challenging as it is hard to maintain as customer tend to change according to their preferences. Many studies have been conducted regarding the customer purchasing in attracting them to be loyal to one product or services. The aim of this research is to identify the best factors in order to contribute to customer loyalty. The data has been collected by distributing questionnaire. 100 samples of respondent were tested in survey involving respondent are from those who are using airline e-ticketing services in Kuala Lumpur International Airport (KLIA). The data from questionnaire are interpreted using SPSS software. In this research, service quality shows the important factor in order to gain loyalty from customer. Finally, it is hoped that this study will help airline industries to facilitate on gaining customer loyalty in airline e-ticketing services.

Actions (login required)

View Item