Abstract:
This study aimed to examine the effects of aspects of airline service quality, such as airline / terminal tangibles and empathy on levels of customer satisfaction with service quality. The relationship between these levels of satisfaction and the general perceptions about service quality was also investigated. A total of 250 respondents who had regularly patronized either Malaysia Airlines or AirAsia over the last six months were selected via convenience sampling method. Structural Equation Modeling (SEM) approach was used for data analysis. Empirical results via SEM revealed that the relationship between customer satisfaction with the service quality of the airline providers and 'word-of-mouth' recommendations is a consistent one. Furthermore, customer satisfaction with the service quality of the airline providers is widely influenced by empathy, which is why flight punctuality and good transportation links between city venues and airports are prioritized by providers
