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EFFECT OF SERVICE QUALITY ON AIR PASSENGER''S OVERALL SATISFACTION

EFFECT OF SERVICE QUALITY ON AIR PASSENGER''S OVERALL SATISFACTION

 

Marketed By :  LAP LAMBERT Academic Publishing   Sold By :  Kamal Books International  
Delivery in :  10-12 Business Days

 
₹ 3,651

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  • Product Description
 

Investigation the effects of service quality, satisfaction with the service recovery, value,image, & price on passenger''s overall satisfaction &loyalty by developed & analyzed three models. Using statistical analysis, Model I shows that in flight services, reservation & ticketing, flight availability, reliability, employee services, airport services & satisfaction with the web site & e-services positively affect passenger satisfaction & passenger satisfaction positively affects both behavioral & attitudinal loyalty. While, Model II reveals that service recovery, price, value,& image positively affect passenger satisfaction while image & passenger satisfaction, & service recovery positively affect directly behavioral loyalty. Finally, Model III that in that in-flight services & reservation & ticketing, airport services & employee services, reliability & flight availability, image,& value positively affect passenger satisfaction & passenger satisfaction in return affects cognitive loyalty of the airline passengers. In conclusion the developed models shall provide important feed back to decision makers who are responsible for the airlines industry in Jordan.

Product Specifications
SKU :COC82646
Country of ManufactureIndia
Product BrandLAP LAMBERT Academic Publishing
Product Packaging InfoBox
In The Box1 Piece
Product First Available On ClickOnCare.com2015-10-08
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