Measuring the service quality of airline services in Malaysia

Abdullah, Kalthom and Abd. Manaf, Noor Hazilah and Mohd. Noor, Kamariah (2007) Measuring the service quality of airline services in Malaysia. IIUM Journal of Economics and Management, 15 (1). pp. 1-29. ISSN 1394-7680

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Abstract

The perception of Malaysian consumers of the quality of airline services was examined in this study using the SERVQUAL measurement. The results of the study indicate that the most significant factors in Malaysian customers’ perception of service quality are Empathy, Tangibles and Assurance. In addition, the respondents indicated that the airlines surveyed performed better than expected on the Responsiveness dimension of service quality. There is also a strong indication that satisfaction with service quality results in future use and the likelihood of recommending the airline to others.

Item Type:	Article (Journal)
Additional Information:	5687/23670
Uncontrolled Keywords:	Perception; Service quality; Satisfaction
Subjects:	H Social Sciences > H Social Sciences (General)
Kulliyyahs/Centres/Divisions/Institutes (Can select more than one option. Press CONTROL button):	Kulliyyah of Economics and Management Sciences
Depositing User:	PROF DR NOORHAZILAH ABD.MANAF
Date Deposited:	08 Jul 2013 09:17
Last Modified:	08 Jul 2013 09:17
URI:	http://irep.iium.edu.my/id/eprint/23670

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