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Title: | The Impact of Service Quality, Logistic Management, And Safety Towards Customer Satisfaction to Use the National Airline Carriers in Africa: A Case Study of the Democratic Republic of Congo Aviation Sector |
Authors: | Laura Kabange Numbi |
Keywords: | Measurement of Service Quality Measurement of Logistic management Measurement of Safety Perception |
Issue Date: | 2024 |
Publisher: | Bangkok University |
Abstract: | The study focused on the Democratic Republic of the Congo's aviation sector
and sought to identify the impact of service quality, logistic management, and safety
towards customer satisfaction to use the national airline carriers in Africa. The
specific objectives of the study were: to study the impact of Measurement of Service
Quality (Flight Schedule, Cabin Environment and In-flight Entertainment),
Measurement of Logistic management (Pricing Schemes, Information about service
delivery & Lead Time) and to study the impact of Measurement of Safety Perception
(Safety features and equipment, Communication & Covid-19 safety measures) on
customer satisfaction to use the national airline carriers in Africa. Questionnaires were
used as the primary data gathering instrument in quantitative research approaches.
Interview schedule were also developed to collect data from the crew management.
The study design was cross-sectional, offering a snapshot of the characteristics of the
target group. The study population comprised of those who used the Congo Airline
between January and August of the year 2023. A random sample of 250 respondents
was chosen using a stratified random sampling technique. The study also included 20
airline officials. The statistical program was used for data analysis, allowing for
hypothesis assessment and the discovery of links between service quality, logistical
management, safety, and customer happiness. Findings show a diversified passenger population, emphasizing the necessity for customized services to satisfy a range of
expectations. Flight Schedule shows potential for improvement, while Cabin
Environment and In-Flight Entertainment have a favorable influence on customer
happiness. Passenger experiences are improved by effective logistic management,
which includes pricing strategies and information distribution. Safety perception,
which includes Covid-19 measures and safety features, is crucial. Enhancing service
quality, effective logistics, safety precautions, and implementing a customer-centric
strategy are among the recommendations made to increase overall consumer
satisfaction in the African national airline business. |
Description: | Thesis (M.B.A.)--Graduate School, Bangkok University, 2023 |
Advisor(s): | Suthinan Ponsuwan |
URI: | http://dspace.bu.ac.th/jspui/handle/123456789/5783 |
Appears in Collections: | Theses Theses
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