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A study on airline service quality, pricing and passenger loyalty for Malaysia Airline at Kuching and Miri, Sarawak / Nur Wahidah Abdullah @ Wendy Dunstan

Malaysia Airlines had its humble beginning in the golden age of travel. A joint initiative of the Ocean Steamship Company of Liverpool, the Straits Steamship of Singapore and Imperial Airways led to a proposal to the government of the Colonial Straits Settlement to run an air service between Penang...

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Main Author: Abdullah @ Wendy Dunstan, Nur Wahidah
Format: Student Project
Language:English
Published: 2009
Subjects:
Marketing
Customer services. Customer relations
Online Access:https://ir.uitm.edu.my/id/eprint/89472/1/89472.pdf
https://ir.uitm.edu.my/id/eprint/89472/
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spelling my.uitm.ir.894722024-01-16T18:11:35Z https://ir.uitm.edu.my/id/eprint/89472/ A study on airline service quality, pricing and passenger loyalty for Malaysia Airline at Kuching and Miri, Sarawak / Nur Wahidah Abdullah @ Wendy Dunstan Abdullah @ Wendy Dunstan, Nur Wahidah Marketing Customer services. Customer relations Malaysia Airlines had its humble beginning in the golden age of travel. A joint initiative of the Ocean Steamship Company of Liverpool, the Straits Steamship of Singapore and Imperial Airways led to a proposal to the government of the Colonial Straits Settlement to run an air service between Penang and Singapore. The result was the incorporation of Malayan Airways Limited (MAL) on 12 October 1937. On 2 April 1947, MAL took to the skies with its first commercial flight as the national airline. Fuelled by a young and dynamic team of visionaries, the domestic carrier turned into an international airline in less than a decade. With the formation of Malaysia in 1963, the airline changed its name to Malaysian Airlines Limited and soon after, Borneo Airways was incorporated into MAL. Within 20 years, MAL grew from a single aircraft operator into a company with 2,400 employees and a fleet operator using the then latest Comet IV jet aircraft, 6 F27s, 8 DCs and 2 Pioneers. In 1965, with the separation of Singapore from Malaysia, MAL became a bi-national airline and was renamed Malaysia-Singapore Airlines (MSA). A new logo was introduced and the airline grew exponentially with new services to Perth, Taipei, Rome and London. However, in 1973, the partners went separate ways; Malaysia introduced Malaysian Airline Limited, which was subsequently renamed Malaysian Airline System, or simply known as Malaysia Airlines. Today, Malaysia Airlines flies nearly 50,000 passengers daily to some 100 destinations worldwide. The airline holds a lengthy record of service and best practices excellence, having received more than 100 awards in the last 10 years. The most notable ones include being the first airline with the "World's Best Cabin Crew" by Skytrax UK consecutively from 2001 until 2004, "5-star Airline" in 2005 and 2006, as well as No.l for "Economy Class Onboard Excellence 2006" - also by Skytrax UK. On 30 January 2008, Dato' Sri Idris Jala and the management team announced the Business Transformation Plan (BTP 2), a continuation of the BTP 1 (Business Turnaround Plan). 2009 Student Project NonPeerReviewed text en https://ir.uitm.edu.my/id/eprint/89472/1/89472.pdf A study on airline service quality, pricing and passenger loyalty for Malaysia Airline at Kuching and Miri, Sarawak / Nur Wahidah Abdullah @ Wendy Dunstan. (2009) [Student Project] (Submitted)
institution Universiti Teknologi Mara
building Tun Abdul Razak Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Teknologi Mara
content_source UiTM Institutional Repository
url_provider http://ir.uitm.edu.my/
language English
topic Marketing
Customer services. Customer relations
spellingShingle Marketing
Customer services. Customer relations
Abdullah @ Wendy Dunstan, Nur Wahidah
A study on airline service quality, pricing and passenger loyalty for Malaysia Airline at Kuching and Miri, Sarawak / Nur Wahidah Abdullah @ Wendy Dunstan
description Malaysia Airlines had its humble beginning in the golden age of travel. A joint initiative of the Ocean Steamship Company of Liverpool, the Straits Steamship of Singapore and Imperial Airways led to a proposal to the government of the Colonial Straits Settlement to run an air service between Penang and Singapore. The result was the incorporation of Malayan Airways Limited (MAL) on 12 October 1937. On 2 April 1947, MAL took to the skies with its first commercial flight as the national airline. Fuelled by a young and dynamic team of visionaries, the domestic carrier turned into an international airline in less than a decade. With the formation of Malaysia in 1963, the airline changed its name to Malaysian Airlines Limited and soon after, Borneo Airways was incorporated into MAL. Within 20 years, MAL grew from a single aircraft operator into a company with 2,400 employees and a fleet operator using the then latest Comet IV jet aircraft, 6 F27s, 8 DCs and 2 Pioneers. In 1965, with the separation of Singapore from Malaysia, MAL became a bi-national airline and was renamed Malaysia-Singapore Airlines (MSA). A new logo was introduced and the airline grew exponentially with new services to Perth, Taipei, Rome and London. However, in 1973, the partners went separate ways; Malaysia introduced Malaysian Airline Limited, which was subsequently renamed Malaysian Airline System, or simply known as Malaysia Airlines. Today, Malaysia Airlines flies nearly 50,000 passengers daily to some 100 destinations worldwide. The airline holds a lengthy record of service and best practices excellence, having received more than 100 awards in the last 10 years. The most notable ones include being the first airline with the "World's Best Cabin Crew" by Skytrax UK consecutively from 2001 until 2004, "5-star Airline" in 2005 and 2006, as well as No.l for "Economy Class Onboard Excellence 2006" - also by Skytrax UK. On 30 January 2008, Dato' Sri Idris Jala and the management team announced the Business Transformation Plan (BTP 2), a continuation of the BTP 1 (Business Turnaround Plan).
format Student Project
author Abdullah @ Wendy Dunstan, Nur Wahidah
author_facet Abdullah @ Wendy Dunstan, Nur Wahidah
author_sort Abdullah @ Wendy Dunstan, Nur Wahidah
title A study on airline service quality, pricing and passenger loyalty for Malaysia Airline at Kuching and Miri, Sarawak / Nur Wahidah Abdullah @ Wendy Dunstan
title_short A study on airline service quality, pricing and passenger loyalty for Malaysia Airline at Kuching and Miri, Sarawak / Nur Wahidah Abdullah @ Wendy Dunstan
title_full A study on airline service quality, pricing and passenger loyalty for Malaysia Airline at Kuching and Miri, Sarawak / Nur Wahidah Abdullah @ Wendy Dunstan
title_fullStr A study on airline service quality, pricing and passenger loyalty for Malaysia Airline at Kuching and Miri, Sarawak / Nur Wahidah Abdullah @ Wendy Dunstan
title_full_unstemmed A study on airline service quality, pricing and passenger loyalty for Malaysia Airline at Kuching and Miri, Sarawak / Nur Wahidah Abdullah @ Wendy Dunstan
title_sort study on airline service quality, pricing and passenger loyalty for malaysia airline at kuching and miri, sarawak / nur wahidah abdullah @ wendy dunstan
publishDate 2009
url https://ir.uitm.edu.my/id/eprint/89472/1/89472.pdf
https://ir.uitm.edu.my/id/eprint/89472/
_version_ 1789429277808132096
score 13.211869

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