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All Journal International Journal of Tourism and Hospitality in Asia Pasific Journal of the Community Development in Asia Asia Pacific Journal of Management and Education
A. J. Ali
Universiti Sains Malaysia
Humanities Education Languange, Linguistic, Communication & Media Other

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The Factors That Influence Customer Satisfaction to Use Malaysia Airlines in Malaysia Liem Gai Sin; Lok Yee Huei; Livia Loh Xin Yuu; Looi Kai Yi; Liu Qifeng; Liu Fanxi; Liu Xinyu; Manogna C V L; A. J. Ali; Daisy Mui Hung Kee
Journal of The Community Development in Asia Vol 8, No 1 (2025): January 2025
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/jcda.v8i1.3751

Abstract

Improving customer satisfaction is key to being competitive in the Airline industry. This research aimed to study the factors that influence customer satisfaction to use Malaysia Airlines in Malaysia. Malaysia Airways Limited began its first commercial flight in year 1947 and was renamed become Malaysian Airline System in year 1972. Malaysia Airlines operates scheduled domestic and international flights to more than 1000 destinations across 150 plus countries. A quantitative approach with a survey questionnaire was used for data collection. A total of 100 Malaysia Airlines customers participated in this survey. In this survey, five influencing factors are assessed which is airline tangibles, personnel quality, empathy, and airline image. Through a comprehensive analysis of customer feedback, personnel quality, and empathy are the most important factors in improving customer satisfaction to use Malaysia Airlines in Malaysia. This survey provides Malaysia Airlines with useful insights into customer perception and guides Malaysia Airlines in improving customer satisfaction
Co-Authors Ann Xuan Khoo Aqel Sahal Awadh Bin Eshaq Boon Chuen Lim Choon Sing Cheong Daisy Mui Hung Kee Daisy Mui Hung Kee Darshini J Fen Nee Cheah Hao Ran Chew Haslindar Ibrahim Hui Ling Lim Hui Ni Lim Hui Yeng Lim Jia Xin Chai Joanne Xing Yi Lim Joey Rui Yu Then Joey Wan Teng Low Keerthana A/P Kalyselvan Kia Hui Gan Kok Ban Teoh Kun Peng Xia Li Qing Cheong Li Wen Ng Liem Gai Sin Liu Fanxi Liu Qifeng Liu Xinyu Liu Yueru Livia Loh Xin Yuu Lok Yee Huei Looi Kai Yi Manogna C V L Ng Wei Chien Nicholas Zhe Kai Tay Noor Shatirah Binti Ahmad Nor Elyana Nafisya Binti Khairul Anuar Odebunmi Abayomi Tunde Oh Zi Jian Paul Dung Gadi Qiong Wu Qistina Binti Mohd Farhan Rafiqah Najwa Binti Mohamad Rasyid Roshini A/P Muralydaran Shuet Enn Lim Si Ling Chan Syaza Udaimatunnur Safa Binti Ridzal Hef Syed Isyraf Muzammil Bin Syed Hidzir Tan Chia Joe Tan Chia Yan Tan Eiwins Tan Lay Hong Tan Lay Hong Tianyu Wen Ting Ting Chia Wan Yung Cheah Wei Chien Ng Wei Jie Chang Wei Yih Lim Wong See Khee Yan Qi Quah Yeap Zheng Hong Yi Wen Qiu Yin Hang Ying Yee Ng Yoke Choo Chien Yong Hui Jia Yong Qian Hui Yong Yu Lee Yuchun Wu Yucong Xi Zema Rania Safiyyah Binti Zema Zamanee Zhang Bai Hao Zhang Yishuo Zhao Yutong