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http://hdl.handle.net/123456789/5787| Title: | The Impact of Service Quality AIRQUAL Model Towards Malaysia Airlines Customers' Satisfaction | Authors: | Nur Syamiera Najwa Napiza Nur Syazwani Alin Nur Syazwina Ezzwin Hamiruddin Nur 'Ain 'Adilah Che Zahir Nurul Aziah Ahmad |
Keywords: | Malaysia Airlines;customers satisfaction;terminal tangible;Airlines tangible | Issue Date: | 2023 | Publisher: | Fakulti Hospitaliti, Pelancongan dan Kesejahteraan | Conference: | Hotwec 7.0 Sustainably Nurturing Tourism, Hospitality and Wellness | Abstract: | The purpose of this paper is to discuss how passengers' satisfaction with quality services supplied by airlines can be quantified using the AIRQUAL technique. A quantitative study was conducted to identify airline tangibles, Terminal tangible, and personnel service among the airline passengers the company improves to the service quality of the airlines. The researcher administered 384 responses using a convenience sample of Malaysia Airlines passengers. The outcomes of this study will assist Malaysia Airlines in redefining its marketing approach to one that is more focused on passengers and emphasizes airline service quality. |
Description: | Others |
URI: | http://hdl.handle.net/123456789/5787 | ISBN: | 978-629-489-007-7 |
| Appears in Collections: | Faculty of Hospitality, Tourism and Wellness - Proceedings |
Files in This Item:
| File | Description | Size | Format | |
|---|---|---|---|---|
| THE IMPACT OF SERVICE QUALITY AIRQUAL MODEL TOWARDS MALAYSIA AIRLINES CUSTOMERS' SATISFACTION.pdf | 3.59 MB | Adobe PDF | View/Open |
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