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Service quality in baggage handling: The case of Malaysia Airlines / Nazatulzarit Kamesan

The purpose of this research is to study the identify the problems of baggage handling by Malaysia Airlines especially in terms of service quality and to examine the relationship between Service Quality and Baggage Handling Service Satisfaction . Moreover, this study is to identify the level of cust...

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Main Author: Kamesan, Nazatulzarit
Format: Student Project
Language:English
Published: Faculty of Business and Management 2007
Subjects:
Malaysia
Online Access:https://ir.uitm.edu.my/id/eprint/19239/2/19239.pdf
https://ir.uitm.edu.my/id/eprint/19239/
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id my.uitm.ir.19239
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spelling my.uitm.ir.192392023-07-26T04:23:34Z https://ir.uitm.edu.my/id/eprint/19239/ Service quality in baggage handling: The case of Malaysia Airlines / Nazatulzarit Kamesan Kamesan, Nazatulzarit Malaysia The purpose of this research is to study the identify the problems of baggage handling by Malaysia Airlines especially in terms of service quality and to examine the relationship between Service Quality and Baggage Handling Service Satisfaction . Moreover, this study is to identify the level of customer satisfaction in relation to service quality in baggage handling. It is believed that the attributes offered will determine whether the customers have a good or poor expectation towards Malaysia Airlines baggage handling. The findings showed that the gaps between Consumer Expectation and Perceived are wide. The researcher is also identifying that the reliability, tangibles and assurance of the service quality are not influenced by Baggage Handling Service Satisfaction . The results also showed most of the respondents were agree with the service quality and moderate in their satisfaction. In this study, researcher used primary data, quantitative research and non comparative scales for data collection. Based on reliability test, frequency analysis and cross tabulation analysis, a clear findings and result is observed. Faculty of Business and Management 2007 Student Project NonPeerReviewed text en https://ir.uitm.edu.my/id/eprint/19239/2/19239.pdf Service quality in baggage handling: The case of Malaysia Airlines / Nazatulzarit Kamesan. (2007) [Student Project] <http://terminalib.uitm.edu.my/19239.pdf> (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
topic Malaysia
spellingShingle Malaysia
Kamesan, Nazatulzarit
Service quality in baggage handling: The case of Malaysia Airlines / Nazatulzarit Kamesan
description The purpose of this research is to study the identify the problems of baggage handling by Malaysia Airlines especially in terms of service quality and to examine the relationship between Service Quality and Baggage Handling Service Satisfaction . Moreover, this study is to identify the level of customer satisfaction in relation to service quality in baggage handling. It is believed that the attributes offered will determine whether the customers have a good or poor expectation towards Malaysia Airlines baggage handling. The findings showed that the gaps between Consumer Expectation and Perceived are wide. The researcher is also identifying that the reliability, tangibles and assurance of the service quality are not influenced by Baggage Handling Service Satisfaction . The results also showed most of the respondents were agree with the service quality and moderate in their satisfaction. In this study, researcher used primary data, quantitative research and non comparative scales for data collection. Based on reliability test, frequency analysis and cross tabulation analysis, a clear findings and result is observed.
format Student Project
author Kamesan, Nazatulzarit
author_facet Kamesan, Nazatulzarit
author_sort Kamesan, Nazatulzarit
title Service quality in baggage handling: The case of Malaysia Airlines / Nazatulzarit Kamesan
title_short Service quality in baggage handling: The case of Malaysia Airlines / Nazatulzarit Kamesan
title_full Service quality in baggage handling: The case of Malaysia Airlines / Nazatulzarit Kamesan
title_fullStr Service quality in baggage handling: The case of Malaysia Airlines / Nazatulzarit Kamesan
title_full_unstemmed Service quality in baggage handling: The case of Malaysia Airlines / Nazatulzarit Kamesan
title_sort service quality in baggage handling: the case of malaysia airlines / nazatulzarit kamesan
publisher Faculty of Business and Management
publishDate 2007
url https://ir.uitm.edu.my/id/eprint/19239/2/19239.pdf
https://ir.uitm.edu.my/id/eprint/19239/
_version_ 1772815490515730432
score 13.211869

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