Customer and Employee Service Quality Management in the Airline Industry

QR Code

Customer and Employee Service Quality Management in the Airline Industry

Fierce competition has raised standards leading customers to expect higher standards of service, and customers are Ideal for appraising how well employees have provided quality service because they interact directly with the employees. Quality of service in the airline also depends greatly on the...

Full description

Bibliographic Details
Main Author:	Petchi, Cessie Sylvia
Format:	Thesis
Language:	English English
Published:	2003
Subjects:	Airlines - Customer services - Malaysia Airplanes, Company - Customer services - Malaysia
Online Access:	http://psasir.upm.edu.my/id/eprint/8172/ http://psasir.upm.edu.my/id/eprint/8172/1/GSM_2003_2_%28A%29.pdf

Similar Items

The study of factors determining service quality of the customer service agents in passenger handling department (KL Airport Services Sdn Bhd) / Azwani Abu Bakar
by: Abu Bakar, Azwani
Published: (2010)

Airline crisis: communication effects on customer engagement during the Covid-19 pandemic 2020
by: Panda, Bhagyashree
Published: (2021)

Influence of employee capability and relational process on service quality and customer outcomes in customer relationship management
by: Ramli, Suriana
Published: (2017)

Customers’ emotional reactions as significant predictors towards excellent customer service experiences / Anizah Zainuddin and Shereen Noranee
by: Zainuddin, Anizah, et al.
Published: (2017)

The relationship between service quality, customer satisfaction and customer loyalty towards KTMB (Commuter) / Norshafina Abdullah
by: Abdullah, Norshafina
Published: (2007)

Key antecedents influencing customer satisfaction with service recovery: a case of airlines in Malaysia / Nurliyana Abas
by: Abas, Nurliyana
Published: (2014)

Quality of services through public perception at Community Polyclinic, Peringgit, Melaka / Diyana Iskandar Zurkarnain and Nurazlin Ahmad
by: Iskandar Zurkarnain, Diyana, et al.
Published: (2011)

Customer satisfaction towards service quality in banking industry: a case study at the main branch of Maybank in Malacca / Nur Fatin Atiqah Mohamad Nasir and Norul Khairunnisa Razali
by: Mohamad Nasir, Nur Fatin Atiqah, et al.
Published: (2013)

The determinants and relationship of customer perceived factors on loyalty for electrical and electronic product brands in Sarawak / Gloria Panit
by: Panit, Gloria
Published: (2013)

Examining the factors that influence customer's intention to use Ar-Rahnu among Segamat residents / Haidatul Nabila Shahrun
by: Shahrun, Haidatul Nabila
Published: (2019)

Passengers’ choice for full-service carrier airlines / Yasmin Kaisah Ahmad Zolkifli
by: Ahmad Zolkifli, Yasmin Kaisah
Published: (2019)

The effectiveness of promotional mix done by Pusat Zakat Melaka (PZM) to create customers' awareness in Melaka Tengah area in fulfilling their zakat obligation / Zurhaida Impian
by: Impian, Zurhaida
Published: (2008)

Antecedents of job embeddedness and its effect on proactive customer service performance of frontline employees in the hospitality industry
by: Chan, Wei Leong
Published: (2018)

The analysis on how corporate image, service quality, customer satisfaction enhance customer loyalty towards Kopcel shoppe among members of KCB’s. Case study at Menara Celcom, Jalan Semarak, Kuala Lumpur / Nur Nazihah Raman
by: Raman, Nur Nazihah
Published: (2011)

A case study on perceived waiting time, customer satisfaction and repatronization at Kentucky Fried Chicken (KFC), i-City, Section 7, Shah Alam / Wan Nur Farhana Wan Sazali and Maisarah Mazlan
by: Wan Sazali, Wan Nur Farhana, et al.
Published: (2013)

The influence of service delivery failures, service recovery and perceived values on customer behavioural intentions in Malay restaurants / Zulhan Othman
by: Othman, Zulhan
Published: (2015)

A study on the association between job-related motivational factors and job satisfaction. Job satisfaction among rank-and-file officers of the Royal Customs Department. A case study at Port Klang Selangor, Malaysia / Nur Ainisa Arifin
by: Arifin, Nur Ainisa
Published: (2003)

A study on customers' satisfaction towards Tabung Haji by using service quality dimension / Zahrul Hisyam Jefrry
by: Jefrry, Zahrul Hisyam
Published: (2015)

Customer perception towards service quality provided by Tabung Haji Seremban / Zuhairah Hasan and Ridhawati Hj. Zakaria
by: Hasan, Zuhairah, et al.
Published: (2009)

Service quality and customer satisfaction towards banking sector: A case study of Bank Persatuan / Aliya Huda Ismail
by: Ismail, Aliya Huda
Published: (2015)

The level of customer satisfaction on service quality of Mazda service centre at Glenmarie / Siti Salwa Halim
by: Halim, Siti Salwa
Published: (2015)

A study on the effectiveness of the advertising media used by Maybank for its financing services towards customer awareness in 2008 / Ida Aziaty Ramli
by: Ramli, Ida Aziaty
Published: (2008)

Determinants on service quality that affecting customer’s satisfaction in insurance industry / Nurul Nadia Yusof
by: Yusof, Nurul Nadia
Published: (2010)

' Customers satisfaction towards the effectiveness of order cycle time management at perodua parts sales department / Rohana Bulat
by: Bulat, Rohana
Published: (2019)

Customer satisfaction and service quality of spa in Penang / Suria Sulaiman... [et al.]
by: Sulaiman, Suria, et al.
Published: (2020)

Measuring customer satisfaction on service quality in Bank Rakyat / Raja Harun Tengku Wasimah
by: Raja Harun, Tengku Wasimah
Published: (2011)

A study on service quality towards customer satisfaction / Nurul Syamihah Mohamad Royani
by: Mohamad Royani, Nurul Syamihah
Published: (2016)

Customer loyalty amongst GRADS member of Malaysia Airlines / Afini Salehuddin
by: Salehuddin, Afini
Published: (2006)

Factors of staff professionalism at counter services affect customer satisfaction: A case study at TMpoint Jalan Gajah Berang, Melaka / Nurul Akma Ramli and Nurhayati Saliman
by: Ramli, Nurul Akma, et al.
Published: (2012)

Adopting & measuring customer service quality (SQ) in Islamic banks: A case study in Bank Islam Malaysia Berhad in Segamat, Johor / Nur Insyirah Anuwar
by: Anuwar, Nur Insyirah
Published: (2017)

Customer satisfaction towards service quality at Mahkota Medical Centre / Siti Hajjar Mohd Ayub
by: Mohd Ayub, Siti Hajjar
Published: (2015)

A study on customers’ perception towards service quality of main counter at SSM Melaka / Noormaslifah Zainuddin
by: Zainuddin, Noormaslifah
Published: (2009)

A study of customer satisfaction toward the service quality provided by SOCSO Rawang / Nadiah Mohd Sharif
by: Mohd Sharif, Nadiah
Published: (2010)

The effective of service quality towards customer satisfaction at Majlis Amanah Rakyat Negeri Melaka / Mohd Ariff Noordin
by: Noordin, Mohd Ariff
Published: (2012)

Examine the level of customer satisfaction towards service quality provided by SOCSO Melaka / Norsham Azeanti Mat Zaki
by: Mat Zaki, Norsham Azeanti
Published: (2009)

Measurement the customer satisfaction towards the service quality at the Suri Delima Restaurant / Muhammad Tarmizie Alias...[et al.]
by: Alias, Muhammad Tarmizie, et al.
Published: (2010)

A study on relationship between service quality and customer satisfaction of Nasuha Enterprise Sdn. Bhd. at Pagoh / Norhaini Ghazali
by: Ghazali, Norhaini
Published: (2011)

The customers’ satisfaction towards service quality of Out Going Inspection (OGI) at UMW Advantech Sdn Bhd/ Norahayu Nordin
by: Nordin, Norahayu
Published: (2011)

The effectiveness of service quality towards customer satisfaction provided by insurance company at Bangsar, Kuala Lumpur / Nabilahuda Mohd Alamin
by: Mohd Alamin, Nabilahuda
Published: (2014)

A study on contribution of service quality, price, corporate image and customers' satisfaction towards customer loyalty case study of Telekom Malaysia Kota Bharu region / Hasbullah Zakaria
by: Zakaria, Hasbullah
Published: (2008)