Measuring the service quality of airline services in Malaysia
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 a...
| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
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IIUM Press
2007
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| Subjects: | |
| Online Access: | http://irep.iium.edu.my/23670/ http://irep.iium.edu.my/23670/1/Measuring_The_Service_Quality_of_Airline_Services_in_malaysia.pdf |
| _version_ | 1848779193388630016 |
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| author | Abdullah, Kalthom Abd. Manaf, Noor Hazilah Mohd. Noor, Kamariah |
| author_facet | Abdullah, Kalthom Abd. Manaf, Noor Hazilah Mohd. Noor, Kamariah |
| author_sort | Abdullah, Kalthom |
| building | IIUM Repository |
| collection | Online Access |
| 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. |
| first_indexed | 2025-11-14T15:13:53Z |
| format | Article |
| id | iium-23670 |
| institution | International Islamic University Malaysia |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-14T15:13:53Z |
| publishDate | 2007 |
| publisher | IIUM Press |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | iium-236702013-07-08T01:17:42Z http://irep.iium.edu.my/23670/ Measuring the service quality of airline services in Malaysia Abdullah, Kalthom Abd. Manaf, Noor Hazilah Mohd. Noor, Kamariah H Social Sciences (General) 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. IIUM Press 2007 Article PeerReviewed application/pdf en http://irep.iium.edu.my/23670/1/Measuring_The_Service_Quality_of_Airline_Services_in_malaysia.pdf Abdullah, Kalthom and Abd. Manaf, Noor Hazilah and Mohd. Noor, Kamariah (2007) Measuring the service quality of airline services in Malaysia. IIUM Journal of Economics and Management, 15 (1). pp. 1-29. ISSN 1394-7680 http://econpapers.repec.org/article/ijejournl/v_3a15_3ay_3a2007_3ai_3a1_3ap_3a1-30.htm |
| spellingShingle | H Social Sciences (General) Abdullah, Kalthom Abd. Manaf, Noor Hazilah Mohd. Noor, Kamariah Measuring the service quality of airline services in Malaysia |
| title | Measuring the service quality of airline services in Malaysia |
| title_full | Measuring the service quality of airline services in Malaysia |
| title_fullStr | Measuring the service quality of airline services in Malaysia |
| title_full_unstemmed | Measuring the service quality of airline services in Malaysia |
| title_short | Measuring the service quality of airline services in Malaysia |
| title_sort | measuring the service quality of airline services in malaysia |
| topic | H Social Sciences (General) |
| url | http://irep.iium.edu.my/23670/ http://irep.iium.edu.my/23670/ http://irep.iium.edu.my/23670/1/Measuring_The_Service_Quality_of_Airline_Services_in_malaysia.pdf |