Abu Bakar, Fathin Afiqah and Zulkafly, Nur Zulaini and Mohamed Rashad, Mohamad Hanafie and Melan, Mustakim (2017) Customer satisfaction towards AirAsia services among UUM student. In: Symposium on Technology Management & Logistics (STML–Go Green) 2016, 6th - 7th December 2016, Universiti Utara Malaysia, Sintok, Malaysia.

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Abstract

The study identifies on service quality of AirAsia industry among students in UUM.The study establishes the factor that contributing to the service quality on AirAsia towards the customers’ satisfaction.It also focuses on relationship between service quality and four variables as suggested from the Theory of Logistics Service Quality The researcher will focus on relationship between service quality and four aspects that retrieved from Theory of Logistics Service Quality which is timeliness, condition of order, quality of information and quality of personnel.The samples were taken using questionnaire among 384 respondents from students in UUM that used the AirAsia services as their first choice.The correlation techniques were used and identified the relationship between the theory of service quality and the customers’ satisfaction. Reliability of this research is 0.914.The results show that there is a positive correlation between the variable, and the correlation between customer satisfactions.Service quality provided have relationship by the customer satisfaction Therefore, the finding show that, timeliness, quality of information and quality of personnel has significant relationship on customer satisfaction toward AirAsia service level.This research suggests the matters of improvement in Air Asia Industry for better level of customers’ satisfaction in future.

Item Type:	Conference or Workshop Item (Paper)
Additional Information:	ISBN 978-967-0910-37-6 Organized by: School of Technology Management & Logistics, Universiti Utara Malaysia
Uncontrolled Keywords:	service quality, timeliness, condition of order, quality of information, quality of personnel, customer satisfaction
Subjects:	H Social Sciences > HE Transportation and Communications
Divisions:	School of Technology Management & Logistics
Depositing User:	Dr. Mustakim Melan
Date Deposited:	12 Jul 2017 00:40
Last Modified:	12 Jul 2017 00:40
URI:	https://repo.uum.edu.my/id/eprint/22608

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