Version 1
: Received: 18 December 2023 / Approved: 25 December 2023 / Online: 26 December 2023 (02:31:28 CET)
How to cite:
Raman, A.; Suhartanto, D.; Shaharun, M.H.B. Delightful Customer Experience: An Antecedent for Profitability and Sustainable Growth of Airline Businesses. Preprints2023, 2023121838. https://doi.org/10.20944/preprints202312.1838.v1
Raman, A.; Suhartanto, D.; Shaharun, M.H.B. Delightful Customer Experience: An Antecedent for Profitability and Sustainable Growth of Airline Businesses. Preprints 2023, 2023121838. https://doi.org/10.20944/preprints202312.1838.v1
Raman, A.; Suhartanto, D.; Shaharun, M.H.B. Delightful Customer Experience: An Antecedent for Profitability and Sustainable Growth of Airline Businesses. Preprints2023, 2023121838. https://doi.org/10.20944/preprints202312.1838.v1
APA Style
Raman, A., Suhartanto, D., & Shaharun, M.H.B. (2023). Delightful Customer Experience: An Antecedent for Profitability and Sustainable Growth of Airline Businesses. Preprints. https://doi.org/10.20944/preprints202312.1838.v1
Chicago/Turabian Style
Raman, A., Dwi Suhartanto and Mohd Hareez Bin Shaharun. 2023 "Delightful Customer Experience: An Antecedent for Profitability and Sustainable Growth of Airline Businesses" Preprints. https://doi.org/10.20944/preprints202312.1838.v1
Abstract
Customer satisfaction is the process of reaching a customer's expectations to generate delightful experiences with a product or a brand. Delight involves delivering an unforgettable experience to users by focusing on their requirements, desires, and interests. Delighting Customers is crucial for organizations’ economic growth worldwide, especially in the airline industry. This study aims to determine if safety measures, ticketing policies, and the cost of air travel impact among the airline passengers’ satisfaction post-COVID-19 in Malaysia. A research framework is designed to present an in-depth understanding of the mentioned variables. In this study, a comprehensive survey using online questionnaire was used and 388 valid responses were obtained from airline passengers in Malaysia. Data were analyzed by employing data reduction technique and multivariate data analysis. The results revealed that safety appears to be the most essential aspect of airline customer satisfaction among Malaysians, while cost is perceived as a significant factor. Moreover, as the cost of living rose because of the pandemic, many of the income earners in the lower category are less inclined to take vacations. In a nutshell, the study recommends that airlines implement a conscious practice that contributes to the happiness of passengers, which in turn increases profitability and ensures sustainable growth of the airlines.
Copyright:
This is an open access article distributed under the Creative Commons Attribution License which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
