Cover Image

Service quality elements towards customer satisfaction: A study of Malaysia Airlines passengers / Alia Erfani Abd Ghani

The title of this research is “Service Quality Elements towards Customer Satisfaction: A Study of Malaysia Airlines Passengers”. The main objective of this research is to identify the relationship between service quality elements towards satisfaction of Malaysia Airlines passengers. The service qual...

Full description

Saved in:
Bibliographic Details
Main Author: Abd Ghani, Alia Erfani
Format: Student Project
Language:English
Published: Faculty of Business Management 2017
Online Access:http://ir.uitm.edu.my/id/eprint/18354/1/PPb_ALIA%20ERFANI%20ABD%20GHANI%20BM%2017_5.pdf
http://ir.uitm.edu.my/id/eprint/18354/
Tags: Add Tag
No Tags, Be the first to tag this record!
id my.uitm.ir.18354
record_format eprints
spelling my.uitm.ir.183542019-04-18T02:36:07Z http://ir.uitm.edu.my/id/eprint/18354/ Service quality elements towards customer satisfaction: A study of Malaysia Airlines passengers / Alia Erfani Abd Ghani Abd Ghani, Alia Erfani The title of this research is “Service Quality Elements towards Customer Satisfaction: A Study of Malaysia Airlines Passengers”. The main objective of this research is to identify the relationship between service quality elements towards satisfaction of Malaysia Airlines passengers. The service quality elements consist of empathy, tangible, responsiveness, reliability, and assurance which have been identified in order to investigate whether or not these factors have influence towards customer satisfaction. The independent variables in this research are service quality elements while the dependent variable is customer satisfaction. In order to complete this research, five hypotheses were constructed to determine the relationship between independent variables towards dependent variables. The questionnaires were distributed and 187 respondents were obtained with convenience sampling will used as sampling technique that was analysed with Statistical Program for the Social Sciences (SPSS) version 23. The results have shown that responsiveness, reliability, and assurance have a positive and significant relationship towards satisfaction of Malaysia Airlines passengers. However, empathy and tangible were insignificant with positive influence towards the dependent variable. Result from this research is believed could help Malaysia Airlines to identify the problem which rely on the level of service quality elements and customer satisfaction level. Faculty of Business Management 2017 Student Project NonPeerReviewed text en http://ir.uitm.edu.my/id/eprint/18354/1/PPb_ALIA%20ERFANI%20ABD%20GHANI%20BM%2017_5.pdf Abd Ghani, Alia Erfani (2017) Service quality elements towards customer satisfaction: A study of Malaysia Airlines passengers / Alia Erfani Abd Ghani. [Student Project] (Unpublished)
institution Universiti Teknologi Mara
building Tun Abdul Razak Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Teknologi Mara
content_source UiTM Institutional Repository
url_provider http://ir.uitm.edu.my/
language English
description The title of this research is “Service Quality Elements towards Customer Satisfaction: A Study of Malaysia Airlines Passengers”. The main objective of this research is to identify the relationship between service quality elements towards satisfaction of Malaysia Airlines passengers. The service quality elements consist of empathy, tangible, responsiveness, reliability, and assurance which have been identified in order to investigate whether or not these factors have influence towards customer satisfaction. The independent variables in this research are service quality elements while the dependent variable is customer satisfaction. In order to complete this research, five hypotheses were constructed to determine the relationship between independent variables towards dependent variables. The questionnaires were distributed and 187 respondents were obtained with convenience sampling will used as sampling technique that was analysed with Statistical Program for the Social Sciences (SPSS) version 23. The results have shown that responsiveness, reliability, and assurance have a positive and significant relationship towards satisfaction of Malaysia Airlines passengers. However, empathy and tangible were insignificant with positive influence towards the dependent variable. Result from this research is believed could help Malaysia Airlines to identify the problem which rely on the level of service quality elements and customer satisfaction level.
format Student Project
author Abd Ghani, Alia Erfani
spellingShingle Abd Ghani, Alia Erfani
Service quality elements towards customer satisfaction: A study of Malaysia Airlines passengers / Alia Erfani Abd Ghani
author_facet Abd Ghani, Alia Erfani
author_sort Abd Ghani, Alia Erfani
title Service quality elements towards customer satisfaction: A study of Malaysia Airlines passengers / Alia Erfani Abd Ghani
title_short Service quality elements towards customer satisfaction: A study of Malaysia Airlines passengers / Alia Erfani Abd Ghani
title_full Service quality elements towards customer satisfaction: A study of Malaysia Airlines passengers / Alia Erfani Abd Ghani
title_fullStr Service quality elements towards customer satisfaction: A study of Malaysia Airlines passengers / Alia Erfani Abd Ghani
title_full_unstemmed Service quality elements towards customer satisfaction: A study of Malaysia Airlines passengers / Alia Erfani Abd Ghani
title_sort service quality elements towards customer satisfaction: a study of malaysia airlines passengers / alia erfani abd ghani
publisher Faculty of Business Management
publishDate 2017
url http://ir.uitm.edu.my/id/eprint/18354/1/PPb_ALIA%20ERFANI%20ABD%20GHANI%20BM%2017_5.pdf
http://ir.uitm.edu.my/id/eprint/18354/
_version_ 1685649071372500992
score 13.211869

Similar Items