Since 2014
MEASURING THE SERVICE QUALITY OF AIRLINE SERVICES IN MALAYSIA
International Journal of Economics, Management and Accounting
View Archive Info| Field | Value | |
| Title |
MEASURING THE SERVICE QUALITY OF AIRLINE SERVICES IN MALAYSIA
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| Creator |
Kamariah Mohd.Noor, Kalthom Abdullah, Noor Hazilah Abd.Manaf and
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| 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.JEL classification: M19, Z13, M39Key words: Perception, Service quality, Satisfaction.
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| Publisher |
Kulliyyah of Economics and Management Sciences
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| Date |
2013-03-01
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| Type |
info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion Peer-reviewed Article |
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| Format |
application/pdf
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| Identifier |
http://journals.iium.edu.my/enmjournal/index.php/enmj/article/view/127
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| Source |
International Journal of Economics, Management and Accounting; Vol 15 No 1 (2007)
2462-1420 |
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| Language |
eng
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| Relation |
http://journals.iium.edu.my/enmjournal/index.php/enmj/article/view/127/106
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