MEASURING THE SERVICE QUALITY OF AIRLINE SERVICES IN MALAYSIA

Authors

  • Kalthom Abdullah, Noor Hazilah Abd.Manaf and Kamariah Mohd.Noor Department of Business Administration, Kulliyyah of Economics and Management Sciences, International Islamic University Malaysia P.O. Box 10, 50728 Kuala Lumpur, Malaysia

DOI:

https://doi.org/10.31436/ijema.v15i1.127

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.

JEL classification: M19, Z13, M39

Key words: Perception, Service quality, Satisfaction.

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How to Cite

Kamariah Mohd.Noor, K. A. N. H. A. and. (2013). MEASURING THE SERVICE QUALITY OF AIRLINE SERVICES IN MALAYSIA. International Journal of Economics, Management and Accounting, 15(1). https://doi.org/10.31436/ijema.v15i1.127

Issue

Vol. 15 No. 1 (2007)

Section

Articles
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