2026-04-04T15:34:52Z https://meral.edu.mm/oai

oai:meral.edu.mm:recid/00009732 2024-08-13T08:28:04Z 1582963436320 1582963436320:1698989833663

Service Quality, Passenger Satisfaction and Passenger Retention of Air Than Lwin Airline (Su Hlaing Cho Tun, 2024) Su Hlaing Cho Tun The objective of this research is to investigate how Air Thanlwin Airline's service quality affects customer satisfaction and retention. To accomplish these goals, the descriptive and quantitative research methods are used. This study uses both primary and secondary data. The intended audience consisted of local travelers who board Air Thanlwin Airlines flights. A structured questionnaire was used in conjunction with a basic random sampling procedure to perform a survey study with 156 passengers serving as the study's sample for the primary data gathering. The study takes into account five aspects (tangible, reliable, assurance, responsive, and empathetic) as independent variables in order to examine how service quality affects passenger satisfaction. The study employed multiple regression analysis and correlation testing. Based on the descriptive statistics, most of the participants gave Air Thanlwin Airline's services a good ranking. Additionally, a multiple linear regression analysis showed that the service quality variable had a positive and substantial impact on passenger satisfaction. This finding also held true for the relationship between retention and satisfaction. According to the study, there will be a high retention rate when there is a high degree of passenger satisfaction and perceived service quality. Consequently, it is advised that Air Thanlwin Airline think about continuing to provide high-quality services in order to please their clients and have a high customer retention rate. 2024-06-01 https://meral.edu.mm/records/9732