The goal of this article is to assess airline customers' perceptions of quality in relation to services offered by airlines, as well as their impact on customer satisfaction.
Design/Methodology/Approach: A convenience sample of 100 people was employed to test hypotheses for this study, with data calculated using SPSS.
Findings: Based on the findings, two of the hypotheses are supported, while three are not, when it comes to customer satisfaction with airline service.
Limitations and Implications of the Study: The study looks into the relationship between service quality and customer satisfaction in the airline business. This research focuses on all airline service users' perceptions of the airline company's service quality. The study's biggest weakness is that it focuses on customer happiness across all airlines, so the results cannot be generalised.
Practical Implications: The findings suggest that the corporation should concentrate on several aspects of airline service quality in order to increase passenger happiness and foster the creation of long-term customer relationships.Author(S) Details
Hasbullah Othman
Faculty of Business, Communication and Law, INTI International University, Malaysia.
Irwan Ibrahim
Malaysia Institute of Transport, Universiti Teknologi MARA, Malaysia.
Afizan Amer
Malaysian Academy of SME & Entrepreneurship Development (MASMED), Universiti Teknologi MARA, Malaysia.
Norina Ahmad Jamil
Faculty of Business and Management, Universiti Teknologi MARA, Kampus Puncak Alam, Cawangan Selangor, Malaysia.
Nor Ratna Masrom
Faculty of Technology Management and Technopreneurship, Universiti Teknikal Malaysia Melaka, Malaysia.
View Book:- https://stm.bookpi.org/NIEBM-V5/article/view/5617
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