Abstract

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THE INFLUENCE OF PASSENGER PERCEIVED SERVICE QUALITY ON PASSENGER SATISFACTION AND LOYALTY: CASE OF DRUKAIR ROYAL BHUTAN AIRLINES

Melam Zangmo, Wasin Liampreecha and Sujinda Chemsripong


The objective of this study was to examine the influence of passenger perceived service quality on passenger satisfaction and loyalty in the context of Bhutan airlines, specifically Drukair Royal Bhutan Airlines (Drukair). To achieve this objective, the research was comprised of three specific objectives. Data was collected using fully structured questionnaires. The random sampling technique was used to collect the data and it covered 382 respondents on international flights of Drukair at Paro International