What is it about?
Service Quality have a significant impact on Customer Satisfaction. However, it have remained less explored in Airline Industry. We would like to share our latest development on "Service Quality & Customer Satisfaction" with specific reference to Airline Industry; using AIRQUAL Scale.
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Why is it important?
In our recent study we have explored the impact of "Service Quality" on Customer Satisfaction, using model analytical tools e.g. IPMA analysis. Findings are published in a paper titled "Impact of Service Quality on Customer Satisfaction in Malaysia Airlines: A PLS-SEM Approach" in Journal of Air Transport Management i.e. a Q1 ranked, very High Impact Factor Journal (screen shots attached).
Perspectives
This journal is Published by Elsevier Group. Moreover, it is indexed in SSCI List of Clarivate Analytics; Science Direct and SCOPUS. Please click on following Free Download Link for complete access: Free Download Link https://doi.org/10.1016/j.jairtraman.2017.12.008 We hope you will find it useful.
Dr. M Farooq
Universiti Malaysia Sarawak
Read the Original
This page is a summary of: Impact of service quality on customer satisfaction in Malaysia airlines: A PLS-SEM approach, Journal of Air Transport Management, March 2018, Elsevier,
DOI: 10.1016/j.jairtraman.2017.12.008.
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