Customer satisfaction vs frequent flier programmes in the airline industry

• Main Authors: Joo, Eileen Chee Hui, Peng, Cindy Choong Mei, Shern, Lim Mei
• Other Authors: Lee Boon Ooi
• Format: Final Year Project
• Language: English
• Published: 2014
• Subjects: DRNTU::Business::Accounting
• Online Access: http://hdl.handle.net/10356/55521
• Institution: Nanyang Technological University

Competition in the airline industry has intensified over the decade concurrent with the rapid growth in air travel. Two of the defensive strategies employed by airline companies to retain customers are customer satisfaction and switching barriers. In particular, a switching barr...