IDEAS home Printed from https://ideas.repec.org/a/ije/journl/v15y2007i1p1-30.html
   My bibliography  Save this article

Measuring Service Quality Of Airline Services In Malaysia

Author

Listed:
  • Kalthom Abdullah

    (International Islamic Univeristy Malaysia)

  • Noor Hazilah Abd. Manaf

    (International Islamic Univeristy Malaysia)

  • Kamariah Mohd. Noor

    (International Islamic Univeristy Malaysia)

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.

Suggested Citation

  • Kalthom Abdullah & Noor Hazilah Abd. Manaf & Kamariah Mohd. Noor, 2007. "Measuring Service Quality Of Airline Services In Malaysia," IIUM Journal of Economics and Management, IIUM Journal of Economis and Management, vol. 15(1), pages 1-30, June.
    • Handle: RePEc:ije:journl:v:15:y:2007:i:1:p:1-30
    as

    Download full text from publisher

    To our knowledge, this item is not available for download. To find whether it is available, there are three options:
    1. Check below whether another version of this item is available online.
    2. Check on the provider's web page whether it is in fact available.
    3. Perform a search for a similarly titled item that would be available.

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Kattreeya Chanpariyavatevong & Warit Wipulanusat & Thanapong Champahom & Sajjakaj Jomnonkwao & Dissakoon Chonsalasin & Vatanavongs Ratanavaraha, 2021. "Predicting Airline Customer Loyalty by Integrating Structural Equation Modeling and Bayesian Networks," Sustainability, MDPI, vol. 13(13), pages 1-21, June.
    2. Hang Zhou & Shikang Zhou, 2019. "Pricing strategy of multi-oligopoly airlines based on service quality," PLOS ONE, Public Library of Science, vol. 14(6), pages 1-14, June.
    3. Rahim A. Ganiyu, 2016. "Perceived Service Quality and Customer Loyalty: The Mediating Effect of Passenger Satisfaction in the Nigerian Airline Industry," International Journal of Management and Economics, Warsaw School of Economics, Collegium of World Economy, vol. 52(1), pages 94-117, December.

    More about this item

    Keywords

    Perception; Service quality; Satisfaction.;
    All these keywords.

    JEL classification:

    • M19 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - Other
    • Z13 - Other Special Topics - - Cultural Economics - - - Economic Sociology; Economic Anthropology; Language; Social and Economic Stratification
    • M39 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Other

    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:ije:journl:v:15:y:2007:i:1:p:1-30. 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.

    We have no bibliographic references for this item. You can help adding them by using 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: Gairuzazmi Mat Ghani (email available below). General contact details of provider: https://edirc.repec.org/data/feiiumy.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.