Economics, Law and Management - Research article
SERVICE CONVENIENCE AND CUSTOMER SATISFACTION - A STUDY IN DOMESTIC AIRLINE SERVICE
- University of Technology, VNU-HCM
Correspondence to:
Thao Thi Phuong Tran,
University of Technology, VNU-HCM.
Email:
pvphuc@hcmuns.edu.vn.
Published:
2011-03-30
Abstract
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.