Service quality elements towards customer satisfaction: A study of Malaysia Airlines passengers / Alia Erfani Abd Ghani
The title of this research is “Service Quality Elements towards Customer Satisfaction: A Study of Malaysia Airlines Passengers”. The main objective of this research is to identify the relationship between service quality elements towards satisfaction of Malaysia Airlines passengers. The service qual...
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| Format: | Student Project |
| Language: | English |
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Faculty of Business Management
2017
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| Online Access: | http://ir.uitm.edu.my/id/eprint/18354/ http://ir.uitm.edu.my/id/eprint/18354/1/PPb_ALIA%20ERFANI%20ABD%20GHANI%20BM%2017_5.pdf |
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uitm-18354 |
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eprints |
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uitm-183542019-04-18T02:36:07Z http://ir.uitm.edu.my/id/eprint/18354/ Service quality elements towards customer satisfaction: A study of Malaysia Airlines passengers / Alia Erfani Abd Ghani Abd Ghani, Alia Erfani The title of this research is “Service Quality Elements towards Customer Satisfaction: A Study of Malaysia Airlines Passengers”. The main objective of this research is to identify the relationship between service quality elements towards satisfaction of Malaysia Airlines passengers. The service quality elements consist of empathy, tangible, responsiveness, reliability, and assurance which have been identified in order to investigate whether or not these factors have influence towards customer satisfaction. The independent variables in this research are service quality elements while the dependent variable is customer satisfaction. In order to complete this research, five hypotheses were constructed to determine the relationship between independent variables towards dependent variables. The questionnaires were distributed and 187 respondents were obtained with convenience sampling will used as sampling technique that was analysed with Statistical Program for the Social Sciences (SPSS) version 23. The results have shown that responsiveness, reliability, and assurance have a positive and significant relationship towards satisfaction of Malaysia Airlines passengers. However, empathy and tangible were insignificant with positive influence towards the dependent variable. Result from this research is believed could help Malaysia Airlines to identify the problem which rely on the level of service quality elements and customer satisfaction level. Faculty of Business Management 2017 Student Project NonPeerReviewed text en http://ir.uitm.edu.my/id/eprint/18354/1/PPb_ALIA%20ERFANI%20ABD%20GHANI%20BM%2017_5.pdf Abd Ghani, Alia Erfani (2017) Service quality elements towards customer satisfaction: A study of Malaysia Airlines passengers / Alia Erfani Abd Ghani. [Student Project] (Unpublished) |
| repository_type |
Digital Repository |
| institution_category |
Local University |
| institution |
Universiti Teknologi MARA |
| building |
UiTM Institutional Repository |
| collection |
Online Access |
| language |
English |
| description |
The title of this research is “Service Quality Elements towards Customer Satisfaction: A Study of Malaysia Airlines Passengers”. The main objective of this research is to identify the relationship between service quality elements towards satisfaction of Malaysia Airlines passengers. The service quality elements consist of empathy, tangible, responsiveness, reliability, and assurance which have been identified in order to investigate whether or not these factors have influence towards customer satisfaction. The independent variables in this research are service quality elements while the dependent variable is customer satisfaction. In order to complete this research, five hypotheses were constructed to determine the relationship between independent variables towards dependent variables. The questionnaires were distributed and 187 respondents were obtained with convenience sampling will used as sampling technique that was analysed with Statistical Program for the Social Sciences (SPSS) version 23. The results have shown that responsiveness, reliability, and assurance have a positive and significant relationship towards satisfaction of Malaysia Airlines passengers. However, empathy and tangible were insignificant with positive influence towards the dependent variable. Result from this research is believed could help Malaysia Airlines to identify the problem which rely on the level of service quality elements and customer satisfaction level. |
| format |
Student Project |
| author |
Abd Ghani, Alia Erfani |
| spellingShingle |
Abd Ghani, Alia Erfani Service quality elements towards customer satisfaction: A study of Malaysia Airlines passengers / Alia Erfani Abd Ghani |
| author_facet |
Abd Ghani, Alia Erfani |
| author_sort |
Abd Ghani, Alia Erfani |
| title |
Service quality elements towards customer satisfaction: A study of Malaysia Airlines passengers / Alia Erfani Abd Ghani |
| title_short |
Service quality elements towards customer satisfaction: A study of Malaysia Airlines passengers / Alia Erfani Abd Ghani |
| title_full |
Service quality elements towards customer satisfaction: A study of Malaysia Airlines passengers / Alia Erfani Abd Ghani |
| title_fullStr |
Service quality elements towards customer satisfaction: A study of Malaysia Airlines passengers / Alia Erfani Abd Ghani |
| title_full_unstemmed |
Service quality elements towards customer satisfaction: A study of Malaysia Airlines passengers / Alia Erfani Abd Ghani |
| title_sort |
service quality elements towards customer satisfaction: a study of malaysia airlines passengers / alia erfani abd ghani |
| publisher |
Faculty of Business Management |
| publishDate |
2017 |
| url |
http://ir.uitm.edu.my/id/eprint/18354/ http://ir.uitm.edu.my/id/eprint/18354/1/PPb_ALIA%20ERFANI%20ABD%20GHANI%20BM%2017_5.pdf |
| first_indexed |
2023-09-18T23:00:20Z |
| last_indexed |
2023-09-18T23:00:20Z |
| _version_ |
1777418130205704192 |