Factors influencing customer satisfaction and behavioral intention. The airline industry in Malaysia

Inhaltsverzeichnis (Table of Contents)

• CHAPTER 1
• 1.0 INTRODUTION
• 1.1 RESEARCH BACKGROUND
• 1.1.1 GLOBAL AIRLINE INDUSTRY
• 1.1.2 Low-Cost Carriers (Low cost carriers) and Full-Service Carriers (Full service carriers)

Zielsetzung und Themenschwerpunkte (Objectives and Key Themes)

This research focuses on investigating the key factors that influence customer satisfaction and behavioral intentions within the airline industry in Malaysia, specifically examining low-cost carriers (LCCs) and full-service carriers (FSCs). The study aims to contribute to a deeper understanding of customer preferences and decision-making processes within this sector, ultimately providing valuable insights for airline organizations.

• Customer satisfaction and its determinants in the airline industry
• Behavioral intentions of airline passengers in Malaysia
• The impact of perceived value, service quality, and brand image on customer satisfaction and loyalty
• Comparative analysis of LCCs and FSCs in Malaysia
• Implications for airline strategy and marketing in the Malaysian context

Zusammenfassung der Kapitel (Chapter Summaries)

Chapter 1 introduces the research by providing background information on the global airline industry, emphasizing the emergence of LCCs and FSCs as distinct models. It highlights the importance of understanding customer satisfaction and behavioral intentions within this context, particularly in the Malaysian market. The chapter outlines the research objectives, questions, and hypotheses, aiming to shed light on the key factors influencing customer satisfaction and behavioral intentions in the airline industry.

Schlüsselwörter (Keywords)

The research focuses on customer satisfaction, behavioral intentions, airline industry, customer loyalty, brand image, low-cost carriers, full-service carriers, Malaysia, and service quality. This study seeks to understand the critical factors driving customer satisfaction and loyalty in the Malaysian airline industry, comparing LCCs and FSCs, and identifying key strategic implications.