2018_The Effects of Personal Attributes and Flight Safety on Passenger Satisfaction: Mediating Role of Inflight Service Quality
| Format: | General Document |
|---|
| _version_ | 1860798076899295232 |
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| building | INTELEK Repository |
| collection | Online Access |
| collectionurl | https://intelek.unisza.edu.my/intelek/pages/search.php?search=!collection3 |
| copyright | Copyright©PWB2025 |
| country | Malaysia |
| date | 2018-11-04 |
| format | General Document |
| id | 15785 |
| institution | UniSZA |
| internalnotes | Sila masukkan subject wajib Dissertations, Academic. Terima kasih... |
| originalfilename | THE EFFECTS OF PERSONAL ATTRIBUTES AND FLIGHT SAFETY ON PASSENGER SATISFACTION_ MEDIATING ROLE OF INFLIGHT SERVICE QUALITY (PHD_2018).pdf |
| person | Rosnah Ibrahim |
| recordtype | oai_dc |
| resourceurl | https://intelek.unisza.edu.my/intelek/pages/view.php?ref=15785 |
| sourcemedia | Server storage Scanned document |
| spelling | 15785 https://intelek.unisza.edu.my/intelek/pages/view.php?ref=15785 https://intelek.unisza.edu.my/intelek/pages/search.php?search=!collection3 General Document Malaysia Library Staff (Top Management) Library Staff (Management) Library Staff (Support) Terengganu Faculty of Business and Management English application/pdf 1.5 302 Server storage Scanned document Universiti Sultan Zainal Abidin UniSZA Private Access Universiti Sultan Zainal Abidin SAMBox 2.3.4; modified using iTextSharp™ 5.5.10 ©2000-2016 iText Group NV (AGPL-version) Copyright©PWB2025 2018-11-04 THE EFFECTS OF PERSONAL ATTRIBUTES AND FLIGHT SAFETY ON PASSENGER SATISFACTION_ MEDIATING ROLE OF INFLIGHT SERVICE QUALITY (PHD_2018).pdf Rosnah Ibrahim Effects Of Personal Attributes Flight Safety On Passenger Satisfaction Role Of Inflight Service Quality Airlines—Passenger satisfaction Flight safety—Passenger perception Consumer behavior—Air travel Quality of service—Airlines Customer loyalty—Airline industry 2018_The Effects of Personal Attributes and Flight Safety on Passenger Satisfaction: Mediating Role of Inflight Service Quality Malaysia Airlines faced great challenges to compete with the world’s major airlines, as those competitors had superior fleet, quality product, good flight safety record, and quality/premium inflight service delivery. This study aimed to measure the relationship between constructs namely Personal Attributes, Flight Safety, Inflight Service Quality, and Passenger Satisfaction with Malaysia Airlines. The researcher wanted to examine the construct that affected the level of passenger satisfaction whilst they were traveling. Individual was the unit of analysis, and passenger was the survey respondent. Sampling frame was a list of passengers landing at Kuala Lumpur International Airport (KLIA) with Malaysia Airlines. The focus was on seven international flights that exceeded six hours of travel. Questionnaires were distributed to respondents face-toface. From the collected questionnaires, 282 respondents were selected using a simple random sampling technique and analysed using SPSS and AMOS. The latent construct measurement model had been validated through the Confirmatory Factor Analysis (CFA) procedure. The finding of Structural Equation Modelling (SEM) showed that approximately 92% of the variance in Passenger Satisfaction was accounted for by the predictors (R2 = 0.920). The direct and indirect (mediation) hypothesis testing had been verified with bootstrapping with 1000 samples, and 95% confidence level. This study proved that Passenger Satisfaction was related to Personal Attributes, Flight Safety, and Inflight Service Quality because all the relationships between two constructs were significant. This mediation effect of Inflight Service Quality construct was also significant as a partial mediator in the relationship between the Personal Attributes and Passenger Satisfaction, Flight Safety and Passenger Satisfaction. The direct effects were still significant after the mediator entered the model. This study also concluded that the independent variables were effective exogenous constructs. This study shared some important implications for Malaysia Airlines in designing effective marketing strategies. The contributions to the theory of the new body of knowledge were also discussed. Dissertations, Academic Sila masukkan subject wajib Dissertations, Academic. Terima kasih... Thesis |
| spellingShingle | 2018_The Effects of Personal Attributes and Flight Safety on Passenger Satisfaction: Mediating Role of Inflight Service Quality |
| state | Terengganu |
| subject | Airlines—Passenger satisfaction Flight safety—Passenger perception Consumer behavior—Air travel Quality of service—Airlines Customer loyalty—Airline industry Dissertations, Academic |
| summary | Malaysia Airlines faced great challenges to compete with the world’s major airlines, as those competitors had superior fleet, quality product, good flight safety record, and quality/premium inflight service delivery. This study aimed to measure the relationship between constructs namely Personal Attributes, Flight Safety, Inflight Service Quality, and Passenger Satisfaction with Malaysia Airlines. The researcher wanted to examine the construct that affected the level of passenger satisfaction whilst they were traveling. Individual was the unit of analysis, and passenger was the survey respondent. Sampling frame was a list of passengers landing at Kuala Lumpur International Airport (KLIA) with Malaysia Airlines. The focus was on seven international flights that exceeded six hours of travel. Questionnaires were distributed to respondents face-toface. From the collected questionnaires, 282 respondents were selected using a simple random sampling technique and analysed using SPSS and AMOS. The latent construct measurement model had been validated through the Confirmatory Factor Analysis (CFA) procedure. The finding of Structural Equation Modelling (SEM) showed that approximately 92% of the variance in Passenger Satisfaction was accounted for by the predictors (R2 = 0.920). The direct and indirect (mediation) hypothesis testing had been verified with bootstrapping with 1000 samples, and 95% confidence level. This study proved that Passenger Satisfaction was related to Personal Attributes, Flight Safety, and Inflight Service Quality because all the relationships between two constructs were significant. This mediation effect of Inflight Service Quality construct was also significant as a partial mediator in the relationship between the Personal Attributes and Passenger Satisfaction, Flight Safety and Passenger Satisfaction. The direct effects were still significant after the mediator entered the model. This study also concluded that the independent variables were effective exogenous constructs. This study shared some important implications for Malaysia Airlines in designing effective marketing strategies. The contributions to the theory of the new body of knowledge were also discussed. |
| title | 2018_The Effects of Personal Attributes and Flight Safety on Passenger Satisfaction: Mediating Role of Inflight Service Quality |
| title_full | 2018_The Effects of Personal Attributes and Flight Safety on Passenger Satisfaction: Mediating Role of Inflight Service Quality |
| title_fullStr | 2018_The Effects of Personal Attributes and Flight Safety on Passenger Satisfaction: Mediating Role of Inflight Service Quality |
| title_full_unstemmed | 2018_The Effects of Personal Attributes and Flight Safety on Passenger Satisfaction: Mediating Role of Inflight Service Quality |
| title_short | 2018_The Effects of Personal Attributes and Flight Safety on Passenger Satisfaction: Mediating Role of Inflight Service Quality |
| title_sort | 2018_the effects of personal attributes and flight safety on passenger satisfaction: mediating role of inflight service quality |