FACTORS EFFECTING CONSUMER PREFERENCES IN AIRLINE INDUSTRY
|
|
- MargaretMargaret Mathews
- 6 years ago
- Views:
Transcription
1 FACTORS EFFECTING CONSUMER PREFERENCES IN AIRLINE INDUSTRY Yasir Ali Soomro PhD Scholar & Lecturer, Iqra University Business Administration Department, Main Campus, Karachi, Pakistan Tel: Irfan Hameed PhD Scholar & Lecturer, Iqra University Business Administration Department, Main Campus, Karachi, Pakistan Tel: Rehan Shakoor Lecturer, Iqra University Business Administration Department, Main Campus, Karachi, Pakistan Atif Shahab Butt Assistant Director, Quality Enhancement Cell, Iqra University Business Administration Department, Main Campus, Karachi, Pakistan Sana Abbas Kaim khani Research Scholar ABSTRACT This research paper is an attempt to study and identify the factors such Boarding and clearance time, Ease of E-ticketing and luggage capacity and their effect on Customer Preference in the airline service industry of Pakistan. To carry out this research questionnaire survey was conducted on the sample identified through unrestricted non probability sampling technique to generalize the results on the population of the air industry. Regression Analysis and descriptive statistics were applied on the response collected through the questionnaire instrument. Empirical results showed that Boarding /clearance time and Ease of E-ticketing have significant impact on customer preference and positively lead to purchase intention of service offered by the airline companies in the market. KEYWORDS: AIRLINE INDUSTRY, SERVICE QUALITY, PIA, CUSTOMER PREFERENCE, PURCHASE INTENTION. JEL Classification: M-3 & M
2 INTRODUCTION: It is very important for an airline to provide service quality to their customers.this report mainly focuses on the factors that influence air passenger preferences of selection of a particular airline for traveling. Several aspects related to service quality of airlines have been discussed in this report. On recent days mostly research is going on the topics related to airline industry. Different methods & dimensions is being used in such type of researches in order to know the impact of service provided by airline to their passengers on the choice of airline selection while making a decision for traveling. Past work on the study of airline service is used in such researches to evaluate the effect of airline service on passenger future behavioral intentions towards airline selection. Such researches are very helpful for those managers who work in airline industry to make better & more attractive service quality. Several airline service dimensions have been focused in this report. This report seeks to investigate the extent to which airline service quality & image influences the passenger behavioral intentions towards selection of airline.the following review presents an overview of relevant literature that leads to the development of conceptual framework. LITERATURE REVIEW: In today s era determining service quality has become the most recurrent subject in the management literature. Due to which a need arose to develop reliable and valid instruments so that organizations can systematically evaluate their performance from the customers view point and the association between the perceived service quality and the other major organizational outcomes and this has encouraged the development of the models for determining the service quality (Badri, Abdullah & Al-Madani, 2005). 64
3 Many researchers Schneider and White (2004) identified the importance of relationship between the service quality of airline, behavioral intention and the customer satisfaction. The researchers have explored the relationship and suggested that the customers behavioral responses usually play an interceding role in service quality of airline, behavioral intention and the customer satisfaction. In simpler words the behavioral intention is anticipated as behavioral consequences of the service quality and it also affects the customers actual behavior which in turn affects the organizations financial outcomes. Sebastianelli and Tamimi (2002) explained in their research that the different service quality levels have different impacts. Like the superior services is likely to encourage the favorable behaviors of customers and reduce the probability of unfavorable behavior of customers. The important point is that the organizations should determine the different levels of service quality that the organizations should target in order to have the desired impact on the customer behaviors. By going through several studies this has been concluded that the dependency between the behavior consequences and the service quality exists and the increase in one variable is likely to encourage the increase in the other variable (Schneider & White, 2004). Several studies also pointed out that the service quality is more conceptual than the behavior consequences of customers. The reason is the behavior consequences of customers reflects the feelings of customers about various experiences and encounters with the service organizations and at the same time the service quality might be affected by the customers perception of the benefit that is relative to cost (Fen, & Meillian, 2005). 65
4 Service quality is the extent to which consumer expectations are met by service provided (Bitner, & Hubbert, 1994). Providing high quality in the services is the most important thing which can give a unique position to a company among competitors (Parasuraman & Zeithaml, & Berry,1994). Goodman (1989) stated that companies have to focus mainly on service quality issues because low service quality can make customer unhappy & disloyal & eventually it would lead to decline of a company. Service quality is an important factor for airlines that widely influence passengers choosing decisions (Park, Robertson, & Wu, 2005). Several researches also concluded that the customers o passengers rate the tangible dimension of SERVQUAL model as the most important service quality dimension in service industries and the reliability as the second most important dimension of SERVQUAL model (Chowdhary, & Prakash, 2007). On the other hand some researchers argued that the tangible dimension is the least important service quality dimension. Some of the research findings also indicate that the service quality differs in different regions of the world (Eshghi, Roy, & Ganguli, 2008). Overall many of the research findings regarding the impact of service quality on behavioral consequences of the customers concluded that the managers of the service provider organizations should put their efforts and try to manage the customers expectations up instead of down if they are willing to enhance the perceptions of the services among the customers. Although, for some this appears pretty much risky because it is believed in organization that by increasing the customers expectations of the services, could potentially set the organizations in a critical condition to face the failure if due to any reason they would not deliver the same service quality when the customers consumes the service the organization promised. Customer loyalty is the degree to which a customer recommends & expresses a preference for future use of, a particular company (Dean, 2007). When customer is satisfied with an airline 66
5 services & he appreciate & admire the service quality level that means he will come again which would increase the sales volume of that company (Zeitaml, 1996). Past research studies are evidence that repurchase intention is the result of highly satisfaction from past experience. RESEARCH METHOD: Sampling Size, Technique and Research instrument 180 sample respondents were selected through unrestricted non probability sampling and included in the research. Questionnaire was used as instrument of the research. Respondents were asked to rate the perception on the service quality factors in Karachi International Karachi Airport. The questionnaires were also distributed to certain air travel agents to know their view in the about the factors while they sell the tickets to the customer. Instrument included close ended question 25 in number with Likert scale of 1 to 5. RESEARCH MODEL: SERVICE QUALITY Ease of Online booking Increase luggage capacity Boarding and Clearing time CUSTOMER PREFERENCE PURCHASE INTENSION HYPOTHESIS OF THE STUDY: H1: There is a significant impact of Service Quality on consumer preference of airline industry and it leads to purchase intension. 67
6 H2: There is a significant impact of Ease of Online booking (Service Quality) on consumer preference of airline industry and it leads to purchase intension. H3: There is a significant impact of Increase luggage capacity (Service Quality) on consumer preference of airline industry and it leads to purchase intension. H4: There is a significant impact of Boarding and Clearing time (Service Quality) on consumer preference of airline industry and it leads to purchase intension. RESULTS Model Summary Multiple R R Square Adjusted R Square Apparent Prediction Error ANOVA Sum of Squares Df Mean Square F Sig. Regression Residual Total Interpretation The table that Sig. (p value) = At p < 0.05 our predictors were significantly better. The regression line predicted by the independent variables did explain a significant amount of variance in the dependent variable. It would normally be reported in a similar fashion to other ANOVAs: F (10, 91) = ; p < 0.05.The next output is the coefficients table shows which variableswere individually significant predictors of our dependent variables. 68
7 Coefficients Standardized Coefficients Beta Bootstrap (1000) Estimate of Std. Error Df F Sig. Ease of e-ticketing Capacity of Luggage Boarding and Clearance time Interpretation Model summary revealed that model is strong model as it predicts 95 % movement in the dependent variable is explained by the independent variables. The standardized Beta coefficients column shows the contribution that an individual variable makes to the model.ease of e- ticketing and Boarding clearance time were significant as p<0.05. Only Capacity of luggage was insignificant as the p value was greater than
8 HYPOTHESIS ASSESSMENT SUMMARY HYPOTHESES SIG.VALUE EMPIRICAL RESULT H1: There is a significant impact of Service Quality on consumer preference of airline industry and it leads to purchase intension..000 Accepted H2: There is a significant impact of Ease of Online booking (Service Quality) on consumer preference of airline industry and.001 Accepted it leads to purchase intension. H3: There is a significant impact of Increase luggage capacity (Service Quality) on consumer preference of airline industry and.341 Rejected it leads to purchase intension. H4: There is a significant impact of Boarding and Clearing time (Service Quality) on consumer preference of airline industry and.004 Accepted it leads to purchase intension. CONCLUSION This research study concludes that while choosing a particular airline service people consider lot of factors, among them significant and important factors are, Ease of online booking and e-ticketing, Boarding and clearance time. Empirical results and research further signifies the above mentioned concept. But one research finding stated that people don t give significant value to luggage capacity. In choosing between Airline Service, two factors that are 70
9 being studied in this research have proved significant in influencing consumer preference and one did not had significant impact. This eventually leads to positive evaluation and increases preference for repeat behavior. Airline should mainly focus on having e-ticketing facility as people now days want to buy tickets from their home or workplace rather than going to a travel agency physically. Secondly companies should make sure that processing time of boarding and clearance should be shortened so that time of the people is not wasted in this fast pace world where every second is important. It can be recommended that airlines should focus on the quality of their service which is their only way to retain customer and increase customer base. References: [1] Bitner, M.J. and Hubbert, A.R. (1994), Encounter satisfaction versus overall satisfaction versus quality. In R.T. Rust and R.L. Oliver (Eds.), Service quality: New directions in theory and practice, Thousand Oaks: Sage Publications, pp [2] Badri, M. A., Abdulla, M. & Al-Madani, A. (2005).Service quality assessment and application of SERVQUAL, 22 (8), p [3] Chowdhary, N. &Prakash, M. (2007).Prioritising service quality dimensions. Management Service Quality, 17 (5), p [4] Dean, A. M., (2007), 'The impact of the customer orientation of call center employees on customers' affective commitment and loyalty', Journal of Service Research, [5] Eshghi, A., Roy, S. K., &Ganguli, S. (2008). Service quality and customer satisfaction: An empirical investigation in Indian mobile Telecommunications services, Marketing Management Journal, 18 (2), p [6] Fen, Y. S., & Meillian, K. (2005). Service quality and customer satisfaction: Antecedents of customer s re-patronage, Sunway Academic Journal, 4, p
10 [7] Jin-Woo Park, Rodger Robertson, Cheng-Lung Wu (2005), Investigating the effects of Airline Service Quality on Airline Image and Passengers Future Behavioral Intentions: Findings from Australian international air passengers The journal of tourism studies Vol. 16, No. 1 [8] Parasuraman A, Zeithaml, VA, Berry LL (1994). Reassessment of expectations as a comparison standard in measuring service quality: implications for future research. J Mark., 58(1): [9] Sebastianelli, R. &Tamimi, N. (2002), How product quality dimensions relate to defining quality, International Journal of Quaility and Reliability Management, 19 (4), p [10] Schneider, B. & White S. S. (2004). Service quality: Research perspectives. USA. Sage Publication Ltd. [11] Zeithaml, V. A., Berry, L. L. &Parasuraman, A. (1996), The behavioral consequences of service quality, Journal of Marketing, 60, p
E-SERVICE QUALITY EXPERIENCE AND CUSTOMER LOYALTY: AN EMPHASIS OF THE NIGERIA AIRLINE OPERATORS
European Journal of Business and Social Sciences, Vol. 1, No. 9, pp 118-125, December 2012. URL: http://www.ejbss.com/recent.aspx ISSN: 2235-767X E-SERVICE QUALITY EXPERIENCE AND CUSTOMER LOYALTY: AN EMPHASIS
More informationThe Relationship between Perceived Service Quality and Fishermen Satisfaction
The Relationship between Perceived Service Quality and Fishermen Satisfaction Praveena Thevisuthan 1* Kurukulasingam Tharjanan 2 1. Department of Business and Management Studies, Faculty of Communication
More informationHEALTH CARE A PARADOX OF SERVICE QUALITY IN. An empirical study in the city of Coimbatore NIET. Journal of Management.
NIET Journal of Management Winter 2013-14 A PARADOX OF SERVICE QUALITY IN HEALTH CARE An empirical study in the city of Coimbatore Brighton Anbu Dr P Vikkraman Abstract Health care is a human right. According
More information085 The Study on Factors Influencing Customer Satisfaction towards XYZ International Airline in Yangon, Myanmar
085 The Study on Factors Influencing Customer Satisfaction towards XYZ International Airline in Yangon, Myanmar Mi Ei Ei Mon Kriengsin Prasongsukarn Sirion Chaipoopirutana the Graduate School of Business,
More informationRelationship between RATER Service Quality Dimensions and Customer Satisfaction Study on Travel agents in Punjab
DOI : 10.18843/rwjasc/v9i1/19 DOI URL : http://dx.doi.org/10.18843/rwjasc/v9i1/19 Relationship between RATER Service Quality Dimensions and Customer Satisfaction Study on Travel agents in Punjab Raju Rosha,
More informationCustomers Perceptions of the Importance of Characteristic in Service Organisations
Customers Perceptions of the Importance of Characteristic in Service Organisations Mass Hareeza Ali, PhD, Department of Marketing and Management, Faculty of Economics and Management, Universiti Putra Malaysia
More informationThe Relationship Between Service Quality and Customer Satisfaction in the Telecommunication Industry: Evidence From Nigeria
The Relationship Between Service Quality and Customer Satisfaction in the Telecommunication Industry: Evidence From Nigeria Olu Ojo Department of Business Administration Osun State University P. M. B.
More informationFactors Contributing to Customer Loyalty Towards Telecommunication Service Provider
Available online at www.sciencedirect.com Procedia - Social and Behavioral Sciences 40 ( 2012 ) 282 286 The 2012 International Conference on Asia Pacific Business Innovation & Technology Management Factors
More informationSERVICE QUALITY: AN EMPIRICAL ANALYSIS OF NATIONAL SAVING BANKS IN NORTHERN PROVINCE IN SRI LANKA
SERVICE QUALITY: AN EMPIRICAL ANALYSIS OF NATIONAL SAVING BANKS IN Vinasithamby Sritharan* NORTHERN PROVINCE IN SRI LANKA Abstract: The key objective of this study is identifying the dimensions of service
More informationService Quality of BRAC Bank in Bangladesh: A Case Study
Service Quality of BRAC Bank in Bangladesh: A Case Study Dr. Nazrul Islam Professor, Department of Business Administration, East West University, 43 Mohakhali C/A, Dhaka 1212, Bangladesh. Email: nazrulislam@ewubd.edu
More informationDetermination of Service Quality Factors of Private Commercial Banks in Bangladesh
ASA University Review, Vol. 5 No. 2, July December, 2011 Determination of Service Quality Factors of Private Commercial Banks in Bangladesh Md. Ismail Haidar * Mohammad Saiful Islam ** Abstract The present
More informationDETERMINANTS OF CUSTOMER EXPECTATIONS OF SERVICE: IMPLICATIONS FOR FOSTERING CUSTOMER SATISFACTION
DETERMINANTS OF CUSTOMER EXPECTATIONS OF SERVICE: IMPLICATIONS FOR FOSTERING CUSTOMER SATISFACTION VU VAN THAI EF, USSH, VNU-HCM E-mail: vuvanthai@gmail.com Abstract- This conceptual paper aims to identify
More informationA STUDY ON ASSESSMENT OF SERVICE QUALITY BY TRAVEL AGENTS IN THE STATE OF PUNJAB
A STUDY ON ASSESSMENT OF SERVICE QUALITY BY TRAVEL AGENTS IN THE STATE OF PUNJAB Mr. Raju Rosha 1, Dr. Navdeep Kaur 2 1 Research Scholar, Department of Business Administration, IKG-PTU, Jalandhar Punjab)
More informationUniversity Grants Commission, New Delhi Recognized Journal No ISSN: Print: ISSN: Online: X
Impact of E-service Quality Factors on Customer Satisfaction: A Study of Indian Online Tourism Industry Pooja Kumra Research Scholar, University School of Applied Management, Punjabi University, Patiala,
More informationSEPTEMBER 2011 VOL 3, NO 5
INTERDISCIPLINARY JOURNAL OF CONTEMPORARY RESEARCH IN BUSINESS Measuring service quality in Islamic Azad University Sanandaj branch, IRAN Freyedon Ahmadi Public management Department, Payame Noor university,
More informationAN EVALUATION OF SERVICE QUALITY AND CUSTOMER S SATISFACTION OF GENERAL INSURANCE COMPANIES IN SURAT CITY: A STUDY BASED ON SERVQUAL GAP MODEL
Inspira-Journal of Commerce, Economics & Computer Science (JCECS) 121 ISSN : 2395-7069 General Impact Factor : 2.0546, Volume 03, No. 04, Oct.-Dec., 2017, pp. 121-125 AN EVALUATION OF SERVICE QUALITY AND
More informationService Quality and Consumer Behavior on Metered Taxi Services
Service Quality and Consumer Behavior on Metered Taxi Services Nattapong Techarattanased Abstract The purposes of this research are to make comparisons in respect of the behaviors on the use of the services
More informationVolume-4, Issue-6, November-2017 ISSN No:
THE RELATIONSHIP BETWEEN SERVICE QUALITY ON CUSTOMER SATISFACTION Joko Sadoso Priyo Applied Communication Department of Social Science and Political Science Faculty Sebelas Maret University. Indonesia
More informationMARKETING FACTORS AFFECTING CUSTOMER SATISFACTION AND LOYALTY: A CASE STUDY OF THAI FOOD SUPPLIER IN BANGKOK
39 MARKETING FACTORS AFFECTING CUSTOMER SATISFACTION AND LOYALTY: A CASE STUDY OF THAI FOOD SUPPLIER IN BANGKOK Sumit Kumar Bhalla* Tin Zar Lwin* ABSTRACT Food sector in Thailand is growing and reaching
More informationA COMPARATIVE ANALYSIS ON THE SERVICE QUALITY PERCEPTIONS OF PHILIPPINE COMMERCIAL BANKS
A COMPARATIVE ANALYSIS ON THE SERVICE QUALITY PERCEPTIONS OF PHILIPPINE COMMERCIAL BANKS Willy F. Zalatar 1 1 Department of Industrial Engineering, Gokongwei College of Engineering De La Salle University
More informationEXPLORATORY STUDY OF SATISFACTION AND PERCEIVED QUALITY APPLIED TO E-LEARNING
EXPLORATORY STUDY OF SATISFACTION AND PERCEIVED QUALITY APPLIED TO E-LEARNING Grâce-Blanche NGANMINI PHD in Business Sciences Nancy 2 University (France) GREFIGE - Groupe de Recherche en Economie Financière
More informationStudy of Brand Equity & its components in a Tertiary Care Super Specialty Teaching Hospital
IOSR Journal of Business and Management (IOSR-JBM) e-issn: 2278-487X, p-issn: 2319-7668. Volume 18, Issue 2.Ver. I (Feb. 2016), PP 15-21 www.iosrjournals.org Study of Brand Equity & its components in a
More informationCUSTOMER SATISFACTION IN FAST FOOD INDUSTRY: A CASE STUDY OF MYSORE ABSTRACT
CUSTOMER SATISFACTION IN FAST FOOD INDUSTRY: A CASE STUDY OF MYSORE Dr.S.J.MANJUNATH 1, Associate Professor MBA Department, B.N. Bahadur Institute of Management Sciences, Mysore, Karanatka, SHIREEN REGINALD
More informationA Study of the Effects of Factors in the Physical Environment of Hotels on Customers Perceptions of Service Quality and Loyalty
A Study of the Effects of Factors in the Physical Environment of Hotels on Customers Perceptions of Service Quality and Loyalty Mr. Omar E. Alsaqre M. Sc Student School of Housing, Planning & Building-
More informationRELATIONSHIP BETWEEN SERVICE QUALITY AND BEHAVIOURAL CONSEQUENCES IN TELECOM SECTOR
RELATIONSHIP BETWEEN SERVICE QUALITY AND BEHAVIOURAL CONSEQUENCES IN TELECOM SECTOR (A study of telecom service Providers of Chandigarh, Panchkula and Mohali) Dr. Sandhya Joshi Assistant Professor, Graphic
More informationI. D. C. Wijerathna 1
Service Quality Factors Affecting Passenger Satisfaction in Public Bus Transportation: a case study of Kegalle District Passenger Bus Transportation Service Sector reforms for Economic Development Introduction
More informationInternational Journal of Management (IJM), ISSN (Print), ISSN (Online), Volume 2, Issue 2, May- July (2011), pp.
International Journal of Management (IJM) ISSN 0976 6502(Print), ISSN 0976 6510(Online) Volume IAEME, http://www.iaeme.com/ijm.html I J M I A E M E AN EMPIRICAL INVESTIGATION ON SERVICE QUALITY & PASSENGERS
More informationExploratory study of e-tailing service reliability dimensions
Exploratory study of e-tailing service dimensions ZHAO Qianqian and QIN Jin qjin@ustc.edu.cn (School of Management, University of Science and Technology of China, Hefei, 230026, China) Abstract Reliability
More informationINTER-RELATIONSHIP BETWEEN SERVICE QUALITY AND CUSTOMER SATISFACTION
Volume 6, Issue 11 (November, 2017) UGC APPROVED Online ISSN-2277-1166 Published by: Abhinav Publication Abhinav National Monthly Refereed Journal of Research in INTER-RELATIONSHIP BETWEEN SERVICE QUALITY
More informationAN ASSESSMENT OF THE SERVICE QUALITY USING GAP ANALYSIS: A STUDY CONDUCTED AT DISTRICT BATHINDA
AN ASSESSMENT OF THE SERVICE QUALITY USING GAP ANALYSIS: A STUDY CONDUCTED AT DISTRICT BATHINDA Mr. Raju Rosha 1, Ms. Taranjeet Kaur 2, Mr. Ravinder Singh Sohi 3 1 Research Scholar, Department of Business
More informationSERVICE QUALITY AND ITS IMPACT ON CUSTOMER SATISFACTION TOWARDS MOBILE SECTOR OF TAMILNADU. Dr.M. SIVASUBRAMANIAN
SERVICE QUALITY AND ITS IMPACT ON CUSTOMER SATISFACTION TOWARDS MOBILE SECTOR OF TAMILNADU Dr.M. SIVASUBRAMANIAN Research Guide and Professor, Head of Department, Business Administration, DDE, Annamalai
More informationImpact of Service Quality on Customer Satisfaction at AXIS Bank
63 Impact of Service Quality on Customer Satisfaction at AXIS Bank Dr. S. J. Manjunath, Associate professor, DOS in B. N. Bahadur Institute of Management Sciences, University of Mysore, Mysore, India Aluregowda,
More informationRole of Customer Relationship Management in Service Quality: Case of Mobile Service Providers in Egypt
Role of Customer Relationship Management in Service Quality: Case of Mobile Service Providers in Egypt Dr. Noha Beshir Mohamed Beshir Lecturer of Marketing College of Management and Technology Arab Academy
More informationWe are IntechOpen, the world s leading publisher of Open Access books Built by scientists, for scientists. International authors and editors
We are IntechOpen, the world s leading publisher of Open Access books Built by scientists, for scientists 3,500 108,000 1.7 M Open access books available International authors and editors Downloads Our
More informationOnline Service Quality Measurement Models: A Comparative Study
EUROPEAN ACADEMIC RESEARCH Vol. IV, Issue 2/ May 2016 ISSN 2286-4822 www.euacademic.org Impact Factor: 3.4546 (UIF) DRJI Value: 5.9 (B+) Online Service Quality Measurement Models: A ART SHALA PhD Candidate,
More informationExamining the Impact of Perceived Service Quality Dimensions on Repurchase Intentions and Word Of Mouth: A Case from Software Industry of Pakistan
IOSR Journal of Business and Management (IOSR-JBM) e-issn: 2278-487X, p-issn: 2319-7668. Volume 16, Issue 1. Ver. III (Jan. 2014), PP 37-41 Examining the Impact of Perceived Service Quality Dimensions
More informationDeterminants of Customer Satisfaction in Fast Food Industry A Study of Fast Food Restaurants Peshawar Pakistan
; pp. 56-65 DOI: 10.2478/stcb-2013-0002 ISSN 1337-7493 Determinants of Customer Satisfaction in Fast Food Industry A Study of Fast Food Restaurants Peshawar Pakistan Shahzad Khan 1 - Syed Majid Hussain
More informationAPPLICATION OF THE PSYCHOLOGICAL CONTINUUM MODEL TO UNDERSTAND CUSTOMERS INVOLVEMENT AND SATISFACTION IN A FITNESS CENTER
APPLICATION OF THE PSYCHOLOGICAL CONTINUUM MODEL TO UNDERSTAND CUSTOMERS INVOLVEMENT AND SATISFACTION IN A FITNESS CENTER Jacklyn Joseph, Aminuddin Yusof *, and Soh Kim Geok Department of Sport Studies,
More informationFactors Influence On Customer Satisfactions and E- Banking Services
WWJMRD 2018; 4(5): 8-13 www.wwjmrd.com International Journal Peer Reviewed Journal Refereed Journal Indexed Journal UGC Approved Journal Impact Factor MJIF: 4.25 E-ISSN: 2454-6615 Rambabu Lavuri Dept.
More informationKey Words: Servqual Model, E Banking, Customer Satisfaction and Service Quality.
CUSTOMER SATISFACTION ON E BANKING SERVICES IN PUBLIC AND PRIVATE SECTOR BANKS - A COMPARATIVE ANALYSIS USING SERVQUAL MODEL Arathy. C* Dr. B. Vijayachandran Pillai** Research Scholar in Commerce, Kerala
More informationDETERMINANTS OF CUSTOMER SATISFACTION IN TELECOM INDUSTRY - A STUDY OF INDIAN TELECOM INDUSTRY
DETERMINANTS OF CUSTOMER SATISFACTION IN TELECOM INDUSTRY - A STUDY OF INDIAN TELECOM INDUSTRY Manish Madan Associate Professor & HOD (BBA), Delhi School of Professional Studies and Research New Delhi,
More informationVolume-4, Issue-1, June-2017 ISSN No:
IMPACT OF BRAND EQUITY ON CONSUMER PURCHASE DECISION OF DAIRY PRODUCTS Dr. Maulik C. Prajapati Assistant Professor Department of Dairy Business Management SMC College of Dairy Science, Anand maulik8180@gmail.com
More informationImpact of Service Quality of Short Messaging Service on Customers Retention; an Empirical Study of Cellular Companies of Pakistan
Impact of Service Quality of Short Messaging Service on Customers Retention; an Empirical Study of Cellular Companies of Pakistan Zulfqar Ahmad Assistant Professor: Hailey College of Commerce, University
More informationIMPACT OF GREEN MARKETING ON CONSUMER BUYING BEHAVIOUR
IMPACT OF GREEN MARKETING ON CONSUMER BUYING BEHAVIOUR MS. NEHAMAHAJAN Assistant Professor in Management, S.D.P College For Women, Ludhiana ABSTRACT Green marketing refers to the process of selling products
More information[LOG 15] HOW SERVICE QUALITY AFFECTS THE CUSTOMER SATISFACTION: CASE STUDY OF ELECTRIC TRAIN SERVICE (ETS)
[LOG 15] HOW SERVICE QUALITY AFFECTS THE CUSTOMER SATISFACTION: CASE STUDY OF ELECTRIC TRAIN SERVICE (ETS) Mohamad Zulhilmi Zaid 1, Mohamad Suhaimi Jamaludin 2, Sulaiman Abdullahi Bambale 3 & Mohd Azril
More informationBanking Service Quality in Vietnam: A Comparison of Customers and Bank Staff s Perceptions
Banking Service Quality in Vietnam: A Comparison of Customers and Bank Staff s Perceptions Yu-Ping Lee, Lecturer, Department of Business Administration, NGUYEN TUAN ANH, MBA, Graduate School of Business
More informationCUSTOMER SATISFACTION OF MOBILE PHONE NETWORK SERVICES
CUSTOMER SATISFACTION OF MOBILE PHONE NETWORK SERVICES Abstract R Sri Balaji Prabhu 1 Dr M Ramesh 2 The present study is to understand the major customer experience parameters with respect to customer
More informationCustomer Service Quality and Satisfaction: A Comparative study of Public and Private sector Banks
EUROPEAN ACADEMIC RESEARCH Vol. IV, Issue 3/ June 2016 ISSN 2286-4822 www.euacademic.org Impact Factor: 3.4546 (UIF) DRJI Value: 5.9 (B+) Customer Service Quality and Satisfaction: A Comparative study
More informationHalo Effects in Quality-Satisfaction-Loyalty Chain
200 Halo Effects in -- Chain YEH Ryh-Wu, PAN Po-Wei (Hsuan Chuang University) Abstract: -satisfaction-loyalty chain is one of the most important research paradigms in marketing. The empirical evidences
More informationExpectations, Perceptions and Loyalty of Students in Private Universities versus State Universities
Expectations, Perceptions and Loyalty of Students in Private Universities versus State Universities Thorhallur Gudlaugsson Associate professor Faculty of Economics and Business Administration University
More informationA STUDY ON THE EFFECTS OF CUSTOMER SERVICE AND PRODUCT QUALITY ON CUSTOMER SATISFACTION AND LOYALTY
A STUDY ON THE EFFECTS OF CUSTOMER SERVICE AND PRODUCT QUALITY ON CUSTOMER SATISFACTION AND LOYALTY Dr. V. SENTHILKUMAR Associate Professor, Department of Commerce, Vivekanandha College of Arts and Sciences
More informationA STUDY OF RELATIONSHIP BETWEEN EMPLOYEE EMPOWERMENT, AFFECTIVE, NORMATIVE AND CONTINUANCE COMMITMENT IN HOTEL INDUSTRY
I J A B E R, Vol. 14, No. 4, (2016): 2489-2501 A STUDY OF RELATIONSHIP BETWEEN EMPLOYEE EMPOWERMENT, AFFECTIVE, NORMATIVE AND CONTINUANCE COMMITMENT IN HOTEL INDUSTRY Mridula Mishra *, Kanika Garg ** and
More informationImpact Of Hrm Practices On Employee Satisfaction In Public Sector Commercial Banks In Chennai
International Journal of Management Academy (2013), 1 (2): 91-95 Received: October 2013 Accepted: November 2013 Copyright 2013 by IJOMA Impact Of Hrm Practices On Employee Satisfaction In Public Sector
More informationEffects of Service Quality, Price and Promotion on Customers Purchase Decision of Traveloka Online Airline Tickets in Jakarta, Indonesia
International Journal of Management Science and Business Administration Volume 3, Issue 2, January 2017, Pages 42-49 DOI: 10.18775/ijmsba.1849-5664-5419.2014.32.1004 URL: http://dx.doi.org/10.18775/ijmsba.1849-5664-5419.2014.32.1004
More informationManagement Science Letters
Management Science Letters 2 (2012) 1011 1016 Contents lists available at GrowingScience Management Science Letters homepage: www.growingscience.com/msl Effective factors on mobile phone customer satisfaction
More informationTHE IMPACT OF SERVICE QUALITY ON CUSTOMER LOYALTY: A STUDY OF PHARMACEUTICAL FIRMS
www.arabianjbmr.com THE IMPACT OF SERVICE QUALITY ON CUSTOMER LOYALTY: A STUDY OF PHARMACEUTICAL FIRMS Olawale Sulaiman Adebisi J-Suntex Pharmaceuticals Nigeria Limited, Nigeria Kazeem Olaniyi Lawal Boorepo
More informationModelling the Impact of Airline Service Quality and Marketing Variables on Passengers Future Behavioural Intentions
Transportation Planning and Technology, October 2006 Vol. 29, No. 5, pp. 359381 ARTICLE Modelling the Impact of Airline Service Quality and Marketing Variables on Passengers Future Behavioural Intentions
More informationAn Emperical Study of Website Quality on Hotel Booking Online
International Journal of Business Marketing and Management (IJBMM) Volume 4 Issue 2 February 2019, P.P. 10-14 ISSN: 2456-4559 www.ijbmm.com An Emperical Study of Website Quality on Hotel Booking Online
More informationCustomers' Perspective towards Customer Relationship Management with reference to Service Quality: A Study of Indian Public and Private Sector Banks
Customers' Perspective towards Customer Relationship Management with reference to Service Quality: A Study of Indian Public and Private Sector Banks Manjari Mishra 1 1 (Professor, RIMT-IMCT, Mandi Gobindgarh,
More informationFactors Affecting Brand Switching In Telecommunication Sector
Quest Journals Journal of Research in Business and Management Volume 3 ~ Issue 1(2015) pp:11-15 ISSN(Online) : 2347-3002 www.questjournals.org Research Paper Factors Affecting Brand Switching In Telecommunication
More informationAuthor please check for any updations
The Relationship Between Service Quality and Customer Satisfaction: An Empirical Study of the Indian Banking Industry Sunayna Khurana* In today s intense competitive business world, the customer is educated
More informationEuropean Journal of Business and Management ISSN (Paper) ISSN (Online) Vol.6, No.34, 2014
Investigating the Effect of Perceived Service Quality, Perceived Value,, Trust, Customer Satisfaction on and ation to Other Case study:lg Company Dr. Mohammad Reza Ebrahimi 1, Sara Tootoonkavan 2 1.Professor
More informationFEMALE FACULTY ORGANIZATION SUPPORT AND COMMITMENT IN SAUDI ARABIA: THE FOCUS OF HAIL UNIVERSITY
www.elkjournals.com FEMALE FACULTY ORGANIZATION SUPPORT AND COMMITMENT IN SAUDI ARABIA: THE FOCUS OF HAIL UNIVERSITY Dr. Hammad Khamies Assistant Professor, Department of Management, University of Hail,
More informationGao-Liang Wang 1, Yu-Je Lee 2, Song-Fen Cheng 3
International Journal of Business and Management Invention ISSN (Online): 2319 8028, ISSN (Print): 2319 801X Volume 5 Issue 6 June. 2016 PP 57-63 The Impact of Organizational Climate, Service Quality and
More informationThe Role of Knowledge Management Infrastructure in the Quality of Electronic Services: Applied Study in the Jordanian Banking Sector
The Role of Knowledge Management Infrastructure in the Quality of Electronic Services: Applied Study in the Jordanian Banking Sector Abstract Yazan Emnawer Al haraisa Business Administration Department,
More informationService Quality in Malaysian Higher Education: Adult Learners Perspective
Service Quality in Malaysian Higher Education: Adult Learners Perspective Hasnizam Shaari School of Business Management College of Business Universiti Utara Malaysia 06010 Sintok, Kedah, Malaysia Abstract
More informationScienceDirect. The role of innovation and perceived service quality in creating customer value: a study on employees of a call center establishment
Available online at www.sciencedirect.com ScienceDirect Procedia - Social and Behavioral Scienc es 99 ( 2013 ) 629 635 The role of innovation and perceived service quality in creating customer value: a
More informationA Study of Tourists' Satisfaction and Post- Experience Behavioral Intentions in Relation to Airport Restaurant Services in the Hong Kong SAR
Journal of Travel & Tourism Marketing ISSN: 1054-8408 (Print) 1540-7306 (Online) Journal homepage: http://www.tandfonline.com/loi/wttm20 A Study of Tourists' Satisfaction and Post- Experience Behavioral
More informationJournal of Advance Management Research, ISSN:
Relationship between Customer Satisfaction and Customer Retention: A case of Five Star Hotels in NCR Dr. Gunjan Malik Assistant Professor IHTM, MDU Abstract: Objective: The study aims at examining the
More information5 CHAPTER: DATA COLLECTION AND ANALYSIS
5 CHAPTER: DATA COLLECTION AND ANALYSIS 5.1 INTRODUCTION This chapter will have a discussion on the data collection for this study and detail analysis of the collected data from the sample out of target
More informationROLE OF CUSTOMER SERVICE QUALITY IN CUSTOMER SATISFACTION: AN EMPIRICAL STUDY OF SELECT TELECOM SERVICE PROVIDERS IN NCR
ROLE OF CUSTOMER SERVICE QUALITY IN CUSTOMER SATISFACTION: AN EMPIRICAL STUDY OF SELECT TELECOM SERVICE PROVIDERS IN NCR Associate Professor, DAVIM Faridabad Abstract As the Indian telecom industry has
More informationService Quality, Customer Satisfaction and Loyalty: An Empirical Analysis of Banking Sector in Pakistan
University of Waikato, New Zealand From the SelectedWorks of Ahmed Imran Hunjra Spring April 5, 202 Service Quality, Customer Satisfaction and Loyalty: An Empirical Analysis of Banking Sector in Pakistan
More informationInvestigating Television News Service Quality Dimensions: A Factor Analysis Approach
www.fthm.uniri.hr facebook.com/fmtuopatija Jelena Komšić, M.A., Ph.D. student Iva Valčić, M.A., Ph.D. student Investigating Television News Service Quality Dimensions: A Factor Analysis Approach Contact
More informationMeasuring Service Quality using Servqual Model in Pakistan
International Journal of Financial Markets Vol. 1, No. 1, 2014, 1-7 Measuring Service Quality using Servqual Model in Pakistan Amer Sohail 1, Usman Rehman 2, Usman Ali 3, M. Azeem 4 Abstract The study
More informationMeasuring Customer Delight: A Model for Banking Industry
Published in European Journal of Social Sciences Volume 22, Number 4, pp. 510-518, (2011) Measuring Customer Delight: A Model for Banking Industry Syed Akif Hasan Office of Registrar, Iqra University-
More informationCHAPTER 2 LITERATURE REVIEW. This chapter discusses the literature review concerning the service quality
CHAPTER 2 LITERATURE REVIEW 2.1 INTRODUCTION This chapter discusses the literature review concerning the service quality dimensions, perceived value, customer satisfaction and customer loyalty as well
More informationMeasuring Customer Satisfaction in the Retail Banking Sector of Iran Using RATER Model
2015, TextRoad Publication ISSN 2356-8852 Journal of Social Sciences and Humanity Studies www.textroad.com Measuring Customer Satisfaction in the Retail Banking Sector of Iran Using RATER Model Seyed Abdullah
More informationSERVICE QUALITY AND CUSTOMER SATISFACTION: A COMPARISON BETWEEN PUBLIC AND PRIVATE SECTOR BANKS IN KERALA
SERVICE QUALITY AND CUSTOMER SATISFACTION: A COMPARISON BETWEEN PUBLIC AND PRIVATE SECTOR BANKS IN KERALA E.Ashraf 1 and Dr.K.Venugopalan 2 Research scholar and Asst.Professor 1 ; Research Supervisor and
More informationMOBILE APP-BASED TAXI SERVICES AND CUSTOMER SATISFACTION: AN EMPIRICAL REVIEW FROM LAHORE CITY, PAKISTAN
International Journal of Economics, Commerce and Management United Kingdom Vol. VI, Issue 5, May 2018 http://ijecm.co.uk/ ISSN 2348 0386 MOBILE APP-BASED TAXI SERVICES AND CUSTOMER SATISFACTION: AN EMPIRICAL
More informationService Quality, Customer Satisfaction and Performance Evaluation of BAS Employees of Kaohsiung City, Kaohsiung County and Pingtung County
Service Quality, Customer Satisfaction and Performance Evaluation of BAS Employees of Kaohsiung City, Kaohsiung County and Pingtung County Tai-Zu Wu, Tai-Liang Lin, Mei-Jan Hsiehkung, Shu-Fen Liu Graduate
More informationCustomers satisfactions towards using small cars in Kanchipuram District
Customers satisfactions towards using small cars in Kanchipuram District * Dr. M. Thirunarayanasamy ** Mr. R.Rajavel Abstract Customer satisfaction is the key to business servers and it is the outcome
More informationROLE OF PACKAGING AND LABELING ON PAKISTANI CONSUMERS PURCHASE DECISION
ROLE OF PACKAGING AND LABELING ON PAKISTANI CONSUMERS PURCHASE DECISION Ahmed Rizwan Raheem Ahmad Nawaz Department of Business Administration & Commerce, Ndus University, Karachi Parmar Vishnu Khoso Imamuddin
More informationSATISFACTION OF MARKETING/MANAGEMENT STUDENTS IN HIGHER EDUCATION
SATISFACTION OF MARKETING/MANAGEMENT STUDENTS IN HIGHER EDUCATION Fine, Monica B. Coastal Carolina University Clark, Paul W. Coastal Carolina University ABSTRACT Marketing and management departments preach
More informationImportance of Social Media in Business Firm in Palestine & its Effects
International Journal of Managerial Studies and Research (IJMSR) Volume 6, Issue 10, September 2018, PP 46-54 ISSN 2349-0330 (Print) & ISSN 2349-0349 (Online) http://dx.doi.org/10.20431/2349-0349.0610004
More informationAssessment of SERVQUAL Model in Hospitality Industry A Study of Indore
Gagan Prakash Research Scholar, IPS Academy,IBMR, Indore gaganprakash2008@gmail.com Dr. Ashok Jhawar Professor, IPS Academy, IBMR, Indore ashokjhawar@ipsacademy.org ABSTRACT The purpose of the study is
More informationService Quality A Study with Special Reference to Tamil Nadu Public Sector Banks
Service Quality A Study with Special Reference to Tamil Nadu Public Sector Banks M. Devanathan Ph.D. Research Scholar and Assistant Professor of Business Administration, Annamalai University, Tamil Nadu
More informationMeasuring Service Quality in Private Hospitals in Indore City
Global Journal of Management and Business Studies. ISSN 22489878 Volume 3, Number 8 (2013), pp. 917922 Research India Publications http://www.ripublication.com/gjmbs.htm Measuring Service Quality in Private
More informationAN INVESTIGATING INTO CUSTOMER SATISFACTION, CUSTOMER COMMITMENT AND CUSTOMER TRUST: A STUDY IN INDIAN BANKING SECTOR
AN INVESTIGATING INTO CUSTOMER SATISFACTION, CUSTOMER COMMITMENT AND CUSTOMER TRUST: A STUDY IN INDIAN BANKING SECTOR Dr. Sandip Ghosh Hazra, Head of the Department, Humanities & Management, Birla Institute
More informationCustomer Satisfaction in Public and Private Banks of Pakistan: An Empirical Evidence from Lahore City
Customer Satisfaction in Public and Private Banks of Pakistan: An Empirical Evidence from Lahore City Jahanzaib M.Phil Scholar at National College of Business Administration & Economics, Lahore, Pakistan
More informationI. INTRODUCTION LITERATURE REVIEW
ISSN: 2349-7637 (Online) RESEARCH HUB International Multidisciplinary Research Journal (RHIMRJ) Research Paper Available online at: www.rhimrj.com A Study on in Indian Retail Banking Prof. Jignesh B. Bhatt
More informationInternational Research Journal of Interdisciplinary & Multidisciplinary Studies (IRJIMS)
International Research Journal of Interdisciplinary & Multidisciplinary Studies (IRJIMS) A Peer-Reviewed Monthly Research Journal ISSN: 2394-7969 (Online), ISSN: 2394-7950 (Print) Volume-III, Issue-I,
More informationTHE ROLE OF E-SERVICES TO ATTRACT AND RETAIN CUSTOMERS
THE ROLE OF E-SERVICES TO ATTRACT AND RETAIN CUSTOMERS Reza Mohammadnejad and *Abdollah Mahmoodi Department of Public Administration, College of Human Sciences, Mahabad Branch, Islamic Azad University,
More informationTHE IMPACT OF PRICE PERCEPTION, SERVICE QUALITY, AND BRAND IMAGE ON CUSTOMER LOYALTY (STUDY OF HOSPITALITY INDUSTRY IN PAKISTAN)
THE IMPACT OF PRICE PERCEPTION, SERVICE QUALITY, AND BRAND IMAGE ON CUSTOMER LOYALTY (STUDY OF HOSPITALITY INDUSTRY IN PAKISTAN) Fozia Malik Assistant Professor Army Public College of Management & Sciences,
More informationImpact of Different Determinants on e-commerce consumer purchase decision: In case of E-Commerce website (1000zahia.com)
Invention Journal of Research Technology in Engineering & Management (IJRTEM) ISSN: 2455-3689 www.ijrtem.com Volume 2 Issue 12 ǁ December 2018 ǁ PP 13-17 Impact of Different Determinants on e-commerce
More informationSTUDY ON CUSTOMER SERVICE QUALITY OF COMMERCIAL BANKS IN CHENNAI CITY
STUDY ON CUSTOMER SERVICE QUALITY OF COMMERCIAL BANKS IN CHENNAI CITY Mrs. M.Rajalakshmi, Asst.Professor, Department of Management science, S.A. Engineering College, Chennai-77, Tamilnadu, India. ABSTRACT
More informationEmpirical Evidence of Service Quality in Group Encounters
Empirical Evidence of Service Quality in Group Encounters Jörg Finsterwalder a*, Volker G. Kuppelwieser b and Sven Tuzovic c a Department of Management, University of Canterbury, Christchurch, New Zealand;
More informationAn Assessment of the Reliability and Validity of the Servqual Scale in the Higher Education Context of Tanzania Prof. Ahmed M. Ame
International Journal of Humanities & Social Science Studies (IJHSSS) A Peer-Reviewed Bi-monthly Bi-lingual Research Journal ISSN: 2349-6959 (Online), ISSN: 2349-6711 (Print) Volume-III, Issue-III, November
More informationImpact of Organizational Culture on Organizational Performance: Evidence from Education Sector
Impact of Organizational Culture on Organizational Performance: Evidence from Education Sector Hina Rashid University of Gujrat, Pakistan hinarashid@live.co.uk Anura Binti Azlan Shah University of Malaya,
More informationSri Harryani. Universitas Gunadarma,
CUSTOMER RELATIONSHIP MANAGEMENT INFLUENCE ON CUSTOMER VALUE, PRODUCT QUALITY AND SERVICE QUALITY IN IMPROVING CUSTOMER SATISFACTION AND ITS IMPLICATION ON THE CUSTOMER LOYALTY Sri Harryani Universitas
More informationMeasuring service quality and a comparative analysis in the passenger carriage of airline industry
Available online at www.sciencedirect.com Procedia Social and Behavioral Sciences 24 (2011) 1232 1242 7 th International Strategic Management Conference Measuring service quality and a comparative analysis
More information