A Study on Service Quality, Customers’ Satisfaction and Loyalty： the Case of Airlines

• Main Authors: Peng-Chia Juan, 阮鵬嘉
• Other Authors: Shih-Chi Chang
• Format: Others
• Language: zh-TW
• Published: 2012
• Online Access: http://ndltd.ncl.edu.tw/handle/03183098036816122600

碩士 === 國立彰化師範大學 === 企業管理學系國際企業經營管理 === 100 === Airline industry is quite mature. The vigorous development of tourism let Taiwan been seen in the world. The tourist numbers increase because of international business, tour, immigration and studying abroad. It makes foreign airline companies establish in Taiwan one after another. Therefore, the competition for Taiwanese airline companies is not only from domestic, but also from global top airline companies. The difference between every airline company is not much. In order to attract more customers, airline companies have to improve their facilities and decrease the operating cost. More importantly, the real factor that can continuously attract customer is the promotion of “service quality”. Only customer-orientation airline companies can gain long-term profit and get good reputation and loyalty from the customers instead of skill and profit orientation ones. Service quality is the essential factor to get the customers’ satisfaction and loyalty. Therefore, this research is to study the relationship between the airlines’ service quality and customers’ satisfaction and loyalty for Taiwanese airline companies. The questionnaire is based on the tourists who fly the international lines departed from the international airports in Taiwan. The questionnaire is about the tourists’ latest flight experience and feeling. Data analyzed by Descriptive Statistics, Factor analysis, Reliability Analysis, One Way Analysis of Variance, Relevant Analysis, Hierarchy Regression Analysis from the 300 effective samples. From the research we realize that customers request better communication ability, good manner and quick feedback from the flight attendants. Airline companies should be more positive on their employee training to increase competitiveness. At last, I hope the research can offer some reference and advice to the supervisory of Taiwanese airline companies.