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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.

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Issue: Vol 14 No 1 (2011)
Page No.: 65-74
Published: Mar 30, 2011
Section: Economics, Law and Management - Research article
DOI: https://doi.org/10.32508/stdj.v14i1.1875

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Copyright: The Authors. This is an open access article distributed under the terms of the Creative Commons Attribution License CC-BY 4.0., which permits unrestricted use, distribution, and reproduction in any medium, provided the original author and source are credited.

 How to Cite
Tran, T., & Pham, T. (2011). SERVICE CONVENIENCE AND CUSTOMER SATISFACTION - A STUDY IN DOMESTIC AIRLINE SERVICE. Science and Technology Development Journal, 14(1), 65-74. https://doi.org/https://doi.org/10.32508/stdj.v14i1.1875


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