Factors influencing local customer loyalty at low cost airline LCA

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Factors influencing local customer loyalty at low cost airline LCA

W4 0%©OUMOPEN UNIVERSITY MALAYSIARESEARCH PROJECT(BMBR 5103)FACTORS INFLUENCING LOCAL CUSTOMER LOYALTY AT LOW COST AIRLINE (LCA)CASE: JETSTAR PACIFIC

Factors influencing local customer loyalty at low cost airline LCA AIRLINE (JPA) IN VIETNAMSTUDENT’S FULL NAME : NGO THI DIEU THUY (Ms)STUDENT ID: 16298INTAKE: SEPTEMBER 2013ADVISOR’S NAME & TITLE : PhD. PHAN DINH NG

UYENSubmited HCMC Feb 2015HUTECH LIBRARYunrversiry O' locnnoogyResearch Business MethodiQUMOPEN UNrvERSfTY MALAYSIAAdvisor’s assessmentAdvisor’s signa Factors influencing local customer loyalty at low cost airline LCA

tureNgo Thi Dieu Thuy-1629RPage 2 of 63unrversny

Factors influencing local customer loyalty at low cost airline LCA

line (LCA) model in recent decades has rapidly penetrated into airline markets. Passengers have more options for their travel. Many people believe tha

W4 0%©OUMOPEN UNIVERSITY MALAYSIARESEARCH PROJECT(BMBR 5103)FACTORS INFLUENCING LOCAL CUSTOMER LOYALTY AT LOW COST AIRLINE (LCA)CASE: JETSTAR PACIFIC

Factors influencing local customer loyalty at low cost airline LCA d the world but still rarely any related researches is in Vietnamese. This study was conducted in order to evaluate the influence of relevant factors

on Customer Loyally of LCA in Vietnam, with the case study of Jetstar Pacific Airline (JPA) that is the first LCA in Vietnam. The direct factors and i Factors influencing local customer loyalty at low cost airline LCA

ndirect factors influencing loyalty of customer are defined and be built as an airline customer loyally model. The quantitative method was used as the

Factors influencing local customer loyalty at low cost airline LCA

key method with the assistance of statistical instrument. To achieve the primary data, customers of JPA were asked to fill in the paper survey; and t

W4 0%©OUMOPEN UNIVERSITY MALAYSIARESEARCH PROJECT(BMBR 5103)FACTORS INFLUENCING LOCAL CUSTOMER LOYALTY AT LOW COST AIRLINE (LCA)CASE: JETSTAR PACIFIC

Factors influencing local customer loyalty at low cost airline LCA formance that JPA executes to adjust the behaviors and to give the most appropriate direction. Furthermore, the identified factors are also evaluated

to determine effected coefficients that have impact on customer satisfaction. Based on the effected coefficients die recommendations for improving tho Factors influencing local customer loyalty at low cost airline LCA

se factors arc given. Finally, through this research, JPA may figure out their gaps and also their strong points which help them bring out the suitabl

Factors influencing local customer loyalty at low cost airline LCA

e actions to win the customer loyalty, an important determinant in today business.Ngo Thi Dieu Thuy-16298Page 2 of 63unversnyoi lecrroogyResearch Busi

W4 0%©OUMOPEN UNIVERSITY MALAYSIARESEARCH PROJECT(BMBR 5103)FACTORS INFLUENCING LOCAL CUSTOMER LOYALTY AT LOW COST AIRLINE (LCA)CASE: JETSTAR PACIFIC