air asia

Topics: AirAsia, Low-cost carrier, Low-cost airlines Pages: 96 (11772 words) Published: February 20, 2014
A STUDY OF CUSTOMER SATISFACTION
TOWARDS SERVICE QUALITY IN AIRASIA
MALAYSIA

ENG AI JIA
LEE SHEE CHEAE
TAN PEI PEI
YEOH CHUN YAM

BACHELOR OF INTERNATIONAL BUSINESS (HONS)
UNIVERSITI TUNKU ABDUL RAHMAN
FACULTY OF ACCOUNTANCY AND MANAGEMENT
DEPARTMENT OF INTERNATIONAL BUSINESS
APRIL 2012

A STUDY OF CUSTOMER SATISFACTION
TOWARDS SERVICE QUALITY IN AIRASIA
MALAYSIA

BY
ENG AI JIA
LEE SHEE CHEAE
TAN PEI PEI
YEOH CHUN YAM

A research project submitted in partial fulfillment of the
requirement for the degree of

BACHELOR OF INTERNATIONAL BUSINESS (HONS)

UNIVERSITI TUNKU ABDUL RAHMAN
FACULTY OF ACCOUNTANCY AND MANAGEMENT
DEPARTMENT OF INTERNATIONAL BUSINESS
APRIL 2012

A STUDY OF CUSTOMER SATISFACTION
TOWARDS SERVICE QUALITY IN AIRASIA
MALAYSIA

ENG AI JIA
LEE SHEE CHEAE
TAN PEI PEI
YEOH CHUN YAM

This research project is supervised by:

Ms. Fitriya Binti Abdul Rahim
Lecturer
Department of International Business
Faculty of Accountancy and Management

A STUDY OF CUSTOMER SATISFACTION TOWARDS
SERVICE QUALITY IN AIRASIA MALAYSIA

Copyright @2012
ALL RIGHTS RESERVED. No part of this paper may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, graphic, electronic, mechanical, photocopying, recording, scanning, or otherwise, without the prior consent of the authors.

___________________________________________________________________________ ii

A STUDY OF CUSTOMER SATISFACTION TOWARDS
SERVICE QUALITY IN AIRASIA MALAYSIA

DECLARATION

We hereby declare that:
1) This UKMZ 3016 Research Project is the end result of our own work and due to the acknowledgement has been given in the references. ALL resources of information are in printed, electronic, or personal.

2) No portion of this research project has been submitted in support of any application for any other degree or qualification of this or any other university, or other institutes of learning.
3) Equal contribution has been made by each group members in completing the research project.
4) The word count of this research report is 13775 words.

Student Name

Student ID

Signature

1. Eng Ai Jia

10UKB07185

________________

2. Lee Shee Cheae

10UKB04219

________________

3. Tan Pei Pei

10UKB06447

________________

4. Yeoh Chun Yam

10UKB05945

________________

Date: 20th April 2012

___________________________________________________________________________ iii

A STUDY OF CUSTOMER SATISFACTION TOWARDS
SERVICE QUALITY IN AIRASIA MALAYSIA

ACKNOWLEDGEMENT

Researchers are hereby would like to acknowledge and appreciate individuals who gave support and involvement throughout the process of completing this research project.

First of all, we would like to express our earnest gratefulness and appreciation to our supervisor, Ms Fitriya Binti Abdul Rahim for her supportive and excellent guidance and also comments during the progress of this research project. Her enthusiasm and encouragement for this project had helped us to a great extent towards completing our final year project.

Besides, we are also very thankful to all the respondents for giving their precious time to complete the questionnaires and fill up the respond sincerely.

Furthermore, we would like to appreciate to all our friends for their continuous support and assistance during the progress of research. Last but not least, our greatest gratitude to our family members for the moral support and the stimulation for us in completing this project.

___________________________________________________________________________ iv

A STUDY OF CUSTOMER SATISFACTION TOWARDS
SERVICE QUALITY IN AIRASIA MALAYSIA

TABLE OF CONTENTS
Page

Copyright Page …..…………………………………………………...…………… ii Declaration...………………………………………………………...…………….. iii Acknowledgement ...……………………………………………..……………….. iv Table of Content ………………………………………………….....……………. v List of...
Continue Reading

Please join StudyMode to read the full document

You May Also Find These Documents Helpful

  • Air Asia Essay
  • Essay on In This Study Case Of Air Asia
  • Case Study: Air Asia Essay
  • Ebay in Asia Essay
  • Essay about Unemployment in Asia
  • Europe and South Asia Essay
  • Peace in Asia Essay
  • Swot Analysis Ebay Asia Essay

Become a StudyMode Member

Sign Up - It's Free