Measuring the service quality of airline services in Malaysia

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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...

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Bibliographic Details
Main Authors:	Abdullah, Kalthom, Abd. Manaf, Noor Hazilah, Mohd. Noor, Kamariah
Format:	Article
Language:	English
Published:	IIUM Press 2007
Subjects:	H Social Sciences (General)
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

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