Measuring the service quality of airline services in Malaysia

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 a...

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Main Authors:	Abdullah, Kalthom, Abd. Manaf, Noor Hazilah, Mohd. Noor, Kamariah
Format:	Article
Language:	English
Published:	IIUM Press 2007
Subjects:	H Social Sciences (General)
Online Access:	http://irep.iium.edu.my/23670/ http://irep.iium.edu.my/23670/ http://irep.iium.edu.my/23670/1/Measuring_The_Service_Quality_of_Airline_Services_in_malaysia.pdf

id	iium-23670
recordtype	eprints
spelling	iium-236702013-07-08T01:17:42Z http://irep.iium.edu.my/23670/ Measuring the service quality of airline services in Malaysia Abdullah, Kalthom Abd. Manaf, Noor Hazilah Mohd. Noor, Kamariah H Social Sciences (General) 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. IIUM Press 2007 Article PeerReviewed application/pdf en http://irep.iium.edu.my/23670/1/Measuring_The_Service_Quality_of_Airline_Services_in_malaysia.pdf 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 http://econpapers.repec.org/article/ijejournl/v_3a15_3ay_3a2007_3ai_3a1_3ap_3a1-30.htm
repository_type	Digital Repository
institution_category	Local University
institution	International Islamic University Malaysia
building	IIUM Repository
collection	Online Access
language	English
topic	H Social Sciences (General)
spellingShingle	H Social Sciences (General) Abdullah, Kalthom Abd. Manaf, Noor Hazilah Mohd. Noor, Kamariah Measuring the service quality of airline services in Malaysia
description	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.
format	Article
author	Abdullah, Kalthom Abd. Manaf, Noor Hazilah Mohd. Noor, Kamariah
author_facet	Abdullah, Kalthom Abd. Manaf, Noor Hazilah Mohd. Noor, Kamariah
author_sort	Abdullah, Kalthom
title	Measuring the service quality of airline services in Malaysia
title_short	Measuring the service quality of airline services in Malaysia
title_full	Measuring the service quality of airline services in Malaysia
title_fullStr	Measuring the service quality of airline services in Malaysia
title_full_unstemmed	Measuring the service quality of airline services in Malaysia
title_sort	measuring the service quality of airline services in malaysia
publisher	IIUM Press
publishDate	2007
url	http://irep.iium.edu.my/23670/ http://irep.iium.edu.my/23670/ http://irep.iium.edu.my/23670/1/Measuring_The_Service_Quality_of_Airline_Services_in_malaysia.pdf
first_indexed	2023-09-18T20:35:46Z
last_indexed	2023-09-18T20:35:46Z
_version_	1777409035521228800

Measuring the service quality of airline services in Malaysia

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