Airline related research have generated significant interest over the past years. A plethora of studies have investigated attributes of service quality and brand image of airline companies. However, few studies have focused on the role of in-flight entertainment systems and the effect it has on the overall customer satisfaction and company brand image. Therefore, this study aims to close the research gap by investigating the perception and preference of passengers towards in-flight entertainment systems, focusing on Malaysia Airlines (MAS) and its impact on overall customer satisfaction.
|Title of host publication||CAUTHE 2016 Conference Proceedings|
|Publication status||Published - 9 Feb 2016|
- In-flight entertainment
- Service quality
- Customer perception