IDEAS home Printed from https://ideas.repec.org/a/ibn/ijbmjn/v15y2021i1p122.html
   My bibliography  Save this article

Saudi Airlines Service Quality: Passengers’ Perceptions toward SAUDIA Operational Procedures Pre-flight Services: An Empirical Investigation

Author

Listed:
  • Hani A. AlGhamdi

Abstract

The study aimed at assessing service quality (SQ) of Saudi Arabian Airlines (SAUDIA); the sole national air transporter in Saudi Arabia. Considering the SERVQUAL model developed by Parasuraman et al. (1985), the study used a developed scale dedicated to Airlines industry. The nine dimensions scale “ASQUAL” included- declaration practices, planning practices, front offices procedures, technological self-processes, crew practices, operational procedures, equipping processes, hospitality practices, and warranty procedures. Among those dimensions, this study focused on the ASQUAL sixth dimension- operational procedures. For this purpose, 502 questionnaires were collected and analyzed from different gender, passengers classes, educational levels, and ages. With its Eight factors, the operational procedures dimension used in this study and revealed that the passengers were in general unsatisfied about the quality of the operational procedures services (OPSQ) provided by SAUDIA. The measured factors were- Waiting Time (Counters Queue), Frequent Announcements (Final Boarding & Pre-flight), On-Time (Flight Departure), Waiting Time (Baggage Arrival). The other remaining factors were- Announcement (Guidance to Specific Baggage Carousel), Safety (Delivered Baggage), Announcement (Replacement for Delayed Flight), and Pre-announcement (Replacement for Canceled Flight / 7+ Days Prior). The study showed that there -at least- two operational services were unoffered by SAUDIA. The contributions of this study to the existent literature in services quality are assessed together with the contributions made to the air transport industry. The limitations of the study discussed, the recommendations addressed, and the potential for future research in this filed indicated.

Suggested Citation

  • Hani A. AlGhamdi, 2021. "Saudi Airlines Service Quality: Passengers’ Perceptions toward SAUDIA Operational Procedures Pre-flight Services: An Empirical Investigation," International Journal of Business and Management, Canadian Center of Science and Education, vol. 15(1), pages 122-122, July.
    • Handle: RePEc:ibn:ijbmjn:v:15:y:2021:i:1:p:122
    as

    Download full text from publisher

    File URL: http://www.ccsenet.org/journal/index.php/ijbm/article/download/0/0/41580/43123
    Download Restriction: no
    File URL: http://www.ccsenet.org/journal/index.php/ijbm/article/view/0/41580
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Scott, Linda M, 1994. "Images in Advertising: The Need for a Theory of Visual Rhetoric," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 21(2), pages 252-273, September.
    2. W. Edwards Deming, 2000. "Out of the Crisis," MIT Press Books, The MIT Press, edition 1, volume 1, number 0262541157, April.
    3. Journal of Economics Library, 2015. "New Economics Books," Journal of Economics Library, KSP Journals, vol. 2(2), pages 112-146, June.
    4. Journal of Economics Library, 2015. "New Economics Books," Journal of Economics Library, KSP Journals, vol. 2(4), pages 380-426, December.
    5. Leffler, Keith B, 1982. "Ambiguous Changes in Product Quality," American Economic Review, American Economic Association, vol. 72(5), pages 956-967, December.
    6. Journal of Economics Library, 2015. "New Economics Books," Journal of Economics Library, KSP Journals, vol. 2(3), pages 214-284, September.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Fabio D'Orlando, 2018. "Problems, solutions and new problems with the third wave of technological unemployment," Working Papers 2018-02, Universita' di Cassino, Dipartimento di Economia e Giurisprudenza.
    2. Andras Molnar & Shereen J. Chaudhry & George Loewenstein, 2020. ""It's Not about the Money. It's about Sending a Message!" Unpacking the Components of Revenge," CESifo Working Paper Series 8102, CESifo.
    3. Usenata, Nnyeneime, 2022. "Does corruption cause income inequality and long-run poverty?(Evidence from Nigeria)," MPRA Paper 113588, University Library of Munich, Germany.
    4. Jean Pisani-Ferry, 2021. "Global asymmetries strike back," Essays and Lectures 44335, Bruegel.
    5. Ötsch, Walter & Pühringer, Stephan, 2019. "The anti-democratic logic of right-wing populism and neoliberal market-fundamentalism," Working Paper Serie des Instituts für Ökonomie Ök-48, Hochschule für Gesellschaftsgestaltung (HfGG), Institut für Ökonomie.
    6. G. V. Podbiralina, 0. "Main Areas of Cooperation of Foreign Eurasian Economic Union," International Trade and Trade Policy, ФГБОУ ВО "Ð Ð¾Ñ Ñ Ð¸Ð¹Ñ ÐºÐ¸Ð¹ Ñ ÐºÐ¾Ð½Ð¾Ð¼Ð¸Ñ‡ÐµÑ ÐºÐ¸Ð¹ ÑƒÐ½Ð¸Ð²ÐµÑ€Ñ Ð¸Ñ‚ÐµÑ‚ им. Г.Ð’. Плеханова", issue 1.
    7. Adam Whittle, 2017. "Local and Non-Local Knowledge Typologies: Technological Complexity in the Irish Knowledge Space," Papers in Evolutionary Economic Geography (PEEG) 1728, Utrecht University, Department of Human Geography and Spatial Planning, Group Economic Geography, revised Nov 2017.
    8. Shanti P. Chakravarty, 2016. "Edmund Phelps on Productivity Slowdown: Limits to Utilitarian Economics," Homo Oeconomicus: Journal of Behavioral and Institutional Economics, Springer, vol. 33(4), pages 357-365, December.
    9. Oreiro, José L. & da Silva, Kalinka M. & Dávila-Fernández, Marwil J., 2020. "A New Developmentalist model of structural change, economic growth and middle-income traps," Structural Change and Economic Dynamics, Elsevier, vol. 55(C), pages 26-38.
    10. Sharma, Uttam, 2014. "Can Computers Increase Human Capital in Developing Countries? An Evaluation of Nepal’s One Laptop per Child Program," 2014 Annual Meeting, July 27-29, 2014, Minneapolis, Minnesota 169846, Agricultural and Applied Economics Association.
    11. Antonio Estache, 2016. "Institutions for Infrastructure in Developing Countries: What We Know and the Lot We still Need to Know," Working Papers ECARES ECARES 2016-27, ULB -- Universite Libre de Bruxelles.
    12. L. F. Lebedeva, 0. "Integration Challenges in Polycentric World: Economic Aspect," International Trade and Trade Policy, ФГБОУ ВО "Ð Ð¾Ñ Ñ Ð¸Ð¹Ñ ÐºÐ¸Ð¹ Ñ ÐºÐ¾Ð½Ð¾Ð¼Ð¸Ñ‡ÐµÑ ÐºÐ¸Ð¹ ÑƒÐ½Ð¸Ð²ÐµÑ€Ñ Ð¸Ñ‚ÐµÑ‚ им. Г.Ð’. Плеханова", issue 1.
    13. Edina Berlinger & Katalin Dobránszky-Bartus & György Molnár, 2021. "Overdue Debts and Financial Exclusion," Risks, MDPI, vol. 9(9), pages 1-20, August.
    14. Anatoliy M. Zheleznyak, 2015. "A New Theory of Capitalism: Key Moments and General Logic," Eastern European Business and Economics Journal, Eastern European Business and Economics Studies Centre, vol. 1(1), pages 28-45.
    15. Òscar Jordà & Moritz Schularick & Alan M. Taylor, 2015. "Interest rates and house prices: pill or poison?," FRBSF Economic Letter, Federal Reserve Bank of San Francisco.
    16. Jeremy Clark & John Spraggon, 2020. "Using Revenue Sharing for Higher Risk and Return Business Ventures in Microfinance: An Experimental Study," Working Papers in Economics 20/01, University of Canterbury, Department of Economics and Finance.
    17. Grégoire Wallenborn, 2018. "Rebounds Are Structural Effects of Infrastructures and Markets," ULB Institutional Repository 2013/277828, ULB -- Universite Libre de Bruxelles.
    18. Jorge Buzaglo, 2016. "Expanding Human Capabilities: Lange’s “Observations†Updated for the 21st Century," Economic Thought, World Economics Association, vol. 5(2), pages 1-11, September.
    19. António Osório, 2020. "On the first-offer dilemma in bargaining and negotiations," Theory and Decision, Springer, vol. 89(2), pages 179-202, September.
    20. Matthew C. Rousu & Courtney A. Conrad, 2017. "Economic Lessons from the Musical Hamilton," Journal of Economics Teaching, Journal of Economics Teaching, vol. 2(1), pages 30-50, June.

    More about this item

    JEL classification:

    • R00 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - General - - - General
    • Z0 - Other Special Topics - - General

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:ibn:ijbmjn:v:15:y:2021:i:1:p:122. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Canadian Center of Science and Education (email available below). General contact details of provider: https://edirc.repec.org/data/cepflch.html .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.