| Summary: | 碩士 === 亞洲大學 === 國際企業學系 === 102 === The purposes of this study are to investigate the factors that influence passengers’ satisfaction on repurchase intention and this study intends to investigate the relationships among service quality, customer satisfaction and repurchase intention. The study examines which dimensions have a significant influence on customer satisfaction and which dimensions have the most and least important impact on customer satisfaction in air travel, as perceived by Mongolian passengers. Lastly, this study explores the mediation effect of customer satisfaction.
Structural equation modeling using AMOS 19 and exploratory factor analysis using SPSS 20 were used to analyze the data collected from 205 respondents. The main findings are as follows: (1) service quality significantly influences customer satisfaction; (2) customer satisfaction significantly influences repurchase intentions; (3) service quality has significant effect on repurchase intention through customer satisfaction (4) among the dimensions of service quality, “helpfulness” is the most influential on customer satisfaction, and the influence of convenience ranks second. However, assurance ranked at last dimension as perceived important by passengers.
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