TY  - JOUR
T1  - The Impact of Service Quality on Customer Retention in Airline Industry of Bhutan
AU - Zangmo, Melam AU - Liampreecha, Wasin AU - Chemsripong, Sujinda 
JO  - International Business Management
VL  - 9
IS  - 6
SP  - 1281
EP  - 1284
PY  - 2015
DA  - 2001/08/19
SN  - 1993-5250
DO  - ibm.2015.1281.1284
UR  - https://makhillpublications.co/view-article.php?doi=ibm.2015.1281.1284
KW  - Service quality
KW  -customer satisfaction
KW  -customer retention
KW  -drukair
KW  -airline industry
KW  -Bhutan
AB  - The aim of this study is to examine the impact of service quality on customer retention in the airline industry in context of Bhutan. 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 Royal Bhutan Airlines (Drukair) at Paro International Airport. The Statistical Package for Social Sciences (SPSS 17) was used to analyze the data. To test the hypothesis regression analysis was performed. The results indicated that the service quality have positive and significant relationship with customer retention. It is suggested that Drukair and airline industry practitioners can consider improving service quality to retain their customers.
ER  -