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How much more the customers are willing to pay for higher level of service? An air transport study


Mansor, Rafizah and Jaafar, Ibnu Affan and Sallehudin, Fatin Aqilah (2012) How much more the customers are willing to pay for higher level of service? An air transport study. In: Simposium Pengurusan Teknologi, Operasi & Logistik (SIPTIK III), 11-12 Disember 2012, Universiti Utara Malaysia.

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Abstract

The research aims to investigate the relationship between customer satisfaction and the willingness of customer to pay for higher level of service provided by the Air Asia.Secondary data is used to measures the service quality and readiness of pay for higher service level in Air Asia. Results show that willingness of customer to pay is positively influenced by the customer’s satisfaction and also service quality in airlines industry. But the service quality needs to be highlighted as well as can improve the performance of the management itself.

Item Type: Conference or Workshop Item (Paper)
Additional Information: ISBN: 9789832078739 ANJURAN: Pusat Pengajian Pengurusan, Teknologi dan Logistik (STML),Universiti Utara Malaysia
Uncontrolled Keywords: Air Asia,customer satisfaction, willingness to pay, service quality, UUM
Subjects: H Social Sciences > HE Transportation and Communications
Divisions: School of Technology Management & Logistics
Depositing User: Mrs. Norazmilah Yaakub
Date Deposited: 02 Jul 2013 03:38
Last Modified: 20 Apr 2016 06:37
URI: http://repo.uum.edu.my/id/eprint/8423

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