Examining the Service Experience of Airlines Passengers towards Loyalty in Airlines Industry in Malaysia

Abstract

Customer experience may be defined as their total experience while dealing with services offered by an organization through many points of touch with the staff's organization. Furthermore, the customer experience is a customer's entire reaction to the company's services. The structural analysis indicates the important role of airline staff in increasing customer loyalty. The purpose of this study is to examine airline passengers' service experiences in relation to airline industry loyalty. This study can demonstrate consumer loyalty when the airline provides the greatest service. This study demonstrates the service experience, which includes emotion, effectiveness, and ease of use as a result of customer loyalty. This study had 391 participants and was performed through social media platforms such as Whatsapp, Facebook, Twitter, and others. This study is limited to Malaysia since the aim of this survey is to examine the Service Experience of Airlines Passengers Towards Loyalty in the Airlines Industry in Malaysia.