Open AccessSERVICE CONVENIENCE AND CUSTOMER SATISFACTION - A STUDY IN DOMESTIC AIRLINE SERVICE
Author(s) -
Thao Thi Phuong Tran,
Thuy Ngoc Pham
Publication year - 2011
Publication title -
khoa học công nghệ
Language(s) - English
Resource type - Journals
ISSN - 1859-0128
DOI - 10.32508/stdj.v14i1.1875
Subject(s) - business , customer satisfaction , service (business) , marketing , service level objective , service quality , service guarantee , customer advocacy , customer service assurance , advertising , service provider , service design
This study departs from the traditional approach to service customer satisfaction by introducing the concept of service convenience which emphasizes the engagement of customers in the process of buying and using the service. The analysis of data surveyed from 265 airline passengers shows that all five components of service convenience have positive impacts on customer satisfaction.