Customer satisfaction and service quality in the Chinese airline industry

Chow, Clement Kong Wing

doi:10.1016/j.jairtraman.2013.11.013

Cited by 66 publications

(33 citation statements)

References 9 publications

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“…Customer satisfaction is the key to SME business growth and continued existence (Chow, 2014;Sun and Kim, 2013). It has been identified as the key indicator that differentiates between high or successful business performance and a low or unsuccessful business performance within the business environment in present-day South Africa (Sharifl et al, 2013).…”

Section: Introductionmentioning

confidence: 99%

“…Even so, government, institutions, practitioners, as well as researchers have extensively commended and acknowledged the importance of SMEs as contributors to economic growth in terms of poverty alleviation (Sui, Lin, Fang and Lui, 2006) (Bhutta, Rana and Asad, 2008), and innovators of new product and services as well as technological advancement (Shin and Lee, 2013). However, it has been observed that the survival and the continued existence of SMEs strongly depends on their ability to fully integrate supply chain management (SCM) practices in a strategic manner in order to provide quality products and services, and to provide product varieties that satisfy the dynamic needs of modern-day customers (Kim, Cavusgil and Cavusgil, 2013;Sharifl et al, 2013).Customer satisfaction is the key to SME business growth and continued existence (Chow, 2014;Sun and Kim, 2013). It has been identified as the key indicator that differentiates between high or successful business performance and a low or unsuccessful business performance within the business environment in present-day South Africa (Sharifl et al, 2013).…”

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confidence: 99%

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Supply Chain Management and Customer Satisfaction in Small to Medium Enterprises

Omoruyi

Mafini

2016

Studia Universitatis Babe-Bolyai Oeconomica

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Abstract:To circumvent the possibility of business failure, small to medium enterprises in emerging economies face mounting pressure to increase the satisfaction of their customers. The adoption of supply chain management practices is critical to the provision of quality products and services as well as the satisfaction of customers by small to medium enterprises. This paper investigated the relationship between customer satisfaction, supply chain management practices and three input factors; namely, product quality, flexibility and product variety in small to medium enterprises. The study adopted a quantitative approach in which a four section questionnaire was distributed to 131 managers in small to medium enterprises based in Gauteng Province, South Africa. Hypotheses were tested using regression analysis. The results of the study revealed that product quality and flexibility predicted supply chain management practices. Supply chain management practices were also statistically significant, and mediated the relationship between customer satisfaction and product quality and flexibility. Based on these results, conclusions were drawn and appropriate recommendations were made. JEL Classification: L1Keywords: Product quality, flexibility, product variety, supply chain management practices, customer satisfaction IntroductionThat small and medium enterprises (SMEs) are renowned drivers of economic growth in emerging economies such as South Africa is a long-established fact. SMEs are well known for their contributions to the development and survival as well as revenue generators to any economy (Rosenbusch, Brinckmann and Bausch, 2011). Even so, government, institutions, practitioners, as well as researchers have extensively commended and acknowledged the importance of SMEs as contributors to economic growth in terms of poverty alleviation (Sui, Lin, Fang and Lui, 2006) (Bhutta, Rana and Asad, 2008), and innovators of new product and services as well as technological advancement (Shin and Lee, 2013). However, it has been observed that the survival and the continued existence of SMEs strongly depends on their ability to fully integrate supply chain management (SCM) practices in a strategic manner in order to provide quality products and services, and to provide product varieties that satisfy the dynamic needs of modern-day customers (Kim, Cavusgil and Cavusgil, 2013;Sharifl et al., 2013).Customer satisfaction is the key to SME business growth and continued existence (Chow, 2014;Sun and Kim, 2013). It has been identified as the key indicator that differentiates between high or successful business performance and a low or unsuccessful business performance within the business environment in present-day South Africa (Sharifl et al., 2013). In other words, when a customer is satisfied, there is a strong possibility that the customer might become loyal, which results in the improvement of organisational performance (Terpstra and Verbeeten, 2014). A chain of customers is established through word of mouth as a result of custom...

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Section: Introductionmentioning

confidence: 99%

mentioning

confidence: 99%

Supply Chain Management and Customer Satisfaction in Small to Medium Enterprises

Omoruyi

Mafini

2016

Studia Universitatis Babe-Bolyai Oeconomica

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“…Firmalar, mükemmel bir hizmet kalitesi sağlayarak rekabet avantajı elde edebilmekte ve rakipleri karşısında fark yaratabilmektedir (Hapsari, Clemes ve Dean, 2016: 389). Literatürde havayolu endüstrisinde hizmet kalitesinin değerlendirilmesi amacıyla yapılan birçok çalışma bulunmaktadır (Chang ve Yeh, 2002;Park vd., 2006;Aksoy vd., 2003;Wu ve Cheng, 2013;Chow, 2014;Gursoy vd., 2005;Basfirinci ve Mitra, 2015;Jiang ve Zhang, 2016).…”

Section: Hizmet Kalitesiunclassified

Hizmet Kalitesinin Müşteri Tatmini ve Ağızdan Ağıza İletişim Üzerindeki Etkisi: Havayolu Endüstrisinde Cinsiyet Temelli Bir Araştırma - The Effect of Service Quality on Customer Satisfaction and Word-of-Mouth Communication: A Gender Based Research in the Airline Industry

Gürler¹,

Erturgut²

2018

isarder

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ÖzetHavayolu endüstrisi, Türkiye'de ve dünya genelinde en hızlı büyüyen ve küresel ekonominin yanı sıra turizme ve ülkelerin Gayri Safi Yurtiçi Hâsılalarına önemli katkılar yapan endüstrilerden birisidir. Son yıllarda söz konusu endüstride, uluslararası kuruluşların tahminlerinin üzerinde gelişmeler yaşanmaktadır. Bu durum, yoğun rekabet ortamında ayakta kalmak ve sürdürülebilir rekabet avantajı elde etmek isteyen firmalar için kaliteli hizmetler sunarak mevcut müşterileri elde tutmalarını ve potansiyel müşterileri kendilerine çekmelerini zorunlu kılmaktadır. Bununla birlikte müşterilerin aldıkları hizmete ilişkin kalite algılamaları, onların tatmin düzeylerini ve diğer insanlara deneyimleriyle ilgili görüşlerini iletmelerini etkileyebilmektedir. Ayrıca, müşterilerin özellikleri de onların hizmete ilişkin algılarını etkileyebilmektedir. Bu nedenle bu çalışmada; kadın ve erkek katılımcıların hizmet kalitesine ilişkin algılamalarının onların tatmin düzeyleri ve ağızdan ağıza iletişim eylemleri üzerindeki etkisini incelemek amaçlanmıştır. Verilerin elde edilmesi için çevrimiçi anket düzenlenmiştir ve anketlerin gönderiminde Kolayda Örneklem Yöntemi benimsenmiştir. Çalışmanın evreni çok büyük olmakla birlikte örneklemini havayolu ulaşımını tercih eden ve çoğunluğu akademisyenlerden oluşan tüketiciler oluşturmaktadır. Ayrıca çalışmada; Bağımsız İki Örneklem T Test ve Çoklu Regresyon Analizi yapılmıştır. Sonuç olarak; kadın katılımcıların "Güvenilirlik" boyutuna ilişkin algılamalarının, erkek katılımcıların ise "Fiziksel Görünüm" boyutuna ilişkin algılamalarının onların hem tatmin düzeyleri hem de ağızdan ağıza iletişim eylemleri üzerinde istatistiksel olarak anlamlı ve pozitif bir etki yaptığı tespit edilmiştir.

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“…In general, the researchers consider the satisfaction as comfortable feeling when customers are met their expectations about products and services. The overall satisfaction of service is considered as a separate variable in relation to components of the service quality (Zarei et al, 2012;Chow, 2014).…”

Section: Customer Satisfaction With Servicementioning

confidence: 99%

Factors affecting customer satisfaction with the quality of services: empirical evidence at Da Nang international airport, Vietnam

Hải

Toan

Tam³

et al. 2017

AJER

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This research is done to measure the factors affecting customer satisfaction with the quality of services of Da Nang International airport. The group of authors uses the method of two-phase mixture with the technique of collecting expert opinions and Structural Equation Modeling (SEM) to analyze quantitative data for the sample including 276 customers who use the services at Da Nang International airport in recent times. Findings show that 06 assessment factors of the quality of services are tangible means, assurance, information, non-aviation services, airline services, utilities. At the same time, these factors affect customer satisfaction at an average level. The group of authors, based on these results, offers some suggestions for managers in perfecting some policies and specifies the suggestions, limitations for the next research. Contribution/ OriginalityWe hereby declare that the current research is an original work carried out under the contribution of Dr. Phan Thanh Hai and colleagues. Also, we declare and warrant that our contribution is original, except for such excerpts from copyrighted works as may be included with the permission of the

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Customer satisfaction and service quality in the Chinese airline industry

Cited by 66 publications

References 9 publications

Supply Chain Management and Customer Satisfaction in Small to Medium Enterprises

Supply Chain Management and Customer Satisfaction in Small to Medium Enterprises

Hizmet Kalitesinin Müşteri Tatmini ve Ağızdan Ağıza İletişim Üzerindeki Etkisi: Havayolu Endüstrisinde Cinsiyet Temelli Bir Araştırma - The Effect of Service Quality on Customer Satisfaction and Word-of-Mouth Communication: A Gender Based Research in the Airline Industry

Factors affecting customer satisfaction with the quality of services: empirical evidence at Da Nang international airport, Vietnam

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