STRUCTURAL REALTIONSHIPS OF PASSENGER SATISFACTION WITH AIRLINE SERVICE QUALITY

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dc.contributor.authorSuki, Norazah Mohd
dc.contributor.authorSukI, Norbayah Mohd
dc.contributor.authorEranza, Datu
dc.contributor.authorRazali, Datu
dc.contributor.authorSasmita, Jumiati
dc.date.accessioned2014-02-18T07:13:09Z
dc.date.available2014-02-18T07:13:09Z
dc.date.issued2014-02-18
dc.description.abstractThis 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 providersen_US
dc.description.sponsorshipThe 6th International Conference of the Asian Academy of Applied Business Conferenceen_US
dc.identifier.otherwahyu sari yeni
dc.identifier.urihttps://repository.unri.ac.id/handle/123456789/5651
dc.identifier.urihttp://www.ums.edu.my/conferences/AAAB2013
dc.language.isoenen_US
dc.subjectAirline Tangiblesen_US
dc.subjectTerminal Tangiblesen_US
dc.subjectEmpathyen_US
dc.subjectSatisfactionen_US
dc.subjectWord of Mouthen_US
dc.subjectStructural Equation Modelingen_US
dc.titleSTRUCTURAL REALTIONSHIPS OF PASSENGER SATISFACTION WITH AIRLINE SERVICE QUALITYen_US
dc.typeUR-Scientific Work Lectureren_US

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