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Development of a robust customer satisfaction index for domestic air journeys · Study

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ArticleDevelopment of a robust customer satisfaction index for domestic air journeys

Claudia Muñoz2020

OA

Articlebronze2020

Development of a robust customer satisfaction index for domestic air journeys

Claudia Muñoz · Henry Laniado · Jorge E. Córdoba Maquilón

38 citations·0/0 files stored·Research in Transportation Business & Management

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Customer Service Quality and Loyalty Diverse Aspects of Tourism Research Aviation Industry Analysis and Trends

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References

1985A Conceptual Model of Service Quality and Its Implications for Future Research 1992A National Customer Satisfaction Barometer: The Swedish Experience 1996The American Customer Satisfaction Index: Nature, Purpose, and Findings 2001The evolution and future of national customer satisfaction index models 2008Investigating structural relationships between service quality, perceived value, satisfaction, and behavioral intentions for air passengers: Evidence from Taiwan 2014Service quality and customer satisfaction of a UAE-based airline: An empirical investigation 2018Impact of service quality on customer satisfaction in Malaysia airlines: A PLS-SEM approach 2008A Meta-Analysis of Relationships Linking Employee Satisfaction to Customer Responses

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Year2020

Typearticle

Published2020-07-17

VenueResearch in Transportation Business & Management

ISSN-L2210-5395

Languageen

Citations38

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

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doi10.1016/j.rtbm.2020.100519

openalex_workW3043294236

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