Factors Influencing Customer Satisfaction in Buddha Air, Bharatpur Chitwan

Abstract

The primary purpose of this study was to examine the customer satisfaction on quality and price of the products, customer management and employees’ behaviour of Buddha Air at Bharatpur, Chitwan. The survey study was used as research method and the survey questionnaire was used as the research instrument to collect data in this study. One hundred and eighty-five respondents had been selected randomly where one hundred and eight was male population (58.37 %) and seventy-six was female population (41.63 %). The response rate was 92.5%. The Factor Reduction Method via Principal Component Analysis was applied to find the relationship between the dependent variable and the independent variables.   The results show that there was significant association between customer satisfaction and strict flight schedule and long security checking process, fluctuation in ticket price, employee motivation skills and politeness, customer centered strategy and positive behaviour of employees and adequate facilities and proper customer management skills (p < 0.05). The results further show that customers were found dissatisfied with the current ticket prices, service quality, employee’s behaviour and customer relationship management practices in Buddha Air, Bharatpur, Chitwan, Nepal. The previous studies reveal that customer satisfaction is embedded in effective and efficient customer management, high quality product,

better customer relationship management and politeness of employees’ behaviour. The implication of this study will be beneficial for the board members of the company executive level of Buddha Air to formulate new customer-centered strategies and also be useful for the branch managers of Buddha Air all over the country to improve their managerial skills and to penetrate in new market.