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The impact of services quality airqual modeltowards malaysia airlines customer satisfaction

This paper aims to address how passengers’ satisfaction can be measured in relation to quality services provided by airlines using AIRQUAL methodology. A quantitative study was conducted to identify airline tangibles, Terminal tangible and personnel service among the airlines passengers the company...

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Main Authors: Nur Syamiera Najwa Napiza, Nur Syazwani Alin, Nur Syazwinaezzwin Hamiruddin, Nur ‘Ain ‘Adilah Che Zahir
Format: Undergraduate Final Project Report
Language:English
Published: 2023
Online Access:http://discol.umk.edu.my/id/eprint/13883/1/T44.pdf
http://discol.umk.edu.my/id/eprint/13883/
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id my.umk.eprints.13883
record_format eprints
spelling my.umk.eprints.138832024-03-26T06:13:17Z http://discol.umk.edu.my/id/eprint/13883/ The impact of services quality airqual modeltowards malaysia airlines customer satisfaction Nur Syamiera Najwa Napiza Nur Syazwani Alin Nur Syazwinaezzwin Hamiruddin Nur ‘Ain ‘Adilah Che Zahir This paper aims to address how passengers’ satisfaction can be measured in relation to quality services provided by airlines using AIRQUAL methodology. A quantitative study was conducted to identify airline tangibles, Terminal tangible and personnel service among the airlines passengers the company improves to service quality of the airlines. 384 respondents were administered by the researcher through convenience sampling to air passengers using Malaysia Airlines. The findings of this research will help Malaysia Airlines to redefine their marketing strategy to one that is passengers-focused and emphasizes on airline service quality. 2023 Undergraduate Final Project Report NonPeerReviewed text en http://discol.umk.edu.my/id/eprint/13883/1/T44.pdf Nur Syamiera Najwa Napiza and Nur Syazwani Alin and Nur Syazwinaezzwin Hamiruddin and Nur ‘Ain ‘Adilah Che Zahir (2023) The impact of services quality airqual modeltowards malaysia airlines customer satisfaction. Final Year Project thesis, Universiti Malaysia Kelantan. (Submitted)
institution Universiti Malaysia Kelantan
building Perpustakaan Universiti Malaysia Kelantan
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Malaysia Kelantan
content_source UMK Institutional Repository
url_provider http://umkeprints.umk.edu.my/
language English
description This paper aims to address how passengers’ satisfaction can be measured in relation to quality services provided by airlines using AIRQUAL methodology. A quantitative study was conducted to identify airline tangibles, Terminal tangible and personnel service among the airlines passengers the company improves to service quality of the airlines. 384 respondents were administered by the researcher through convenience sampling to air passengers using Malaysia Airlines. The findings of this research will help Malaysia Airlines to redefine their marketing strategy to one that is passengers-focused and emphasizes on airline service quality.
format Undergraduate Final Project Report
author Nur Syamiera Najwa Napiza
Nur Syazwani Alin
Nur Syazwinaezzwin Hamiruddin
Nur ‘Ain ‘Adilah Che Zahir
spellingShingle Nur Syamiera Najwa Napiza
Nur Syazwani Alin
Nur Syazwinaezzwin Hamiruddin
Nur ‘Ain ‘Adilah Che Zahir
The impact of services quality airqual modeltowards malaysia airlines customer satisfaction
author_facet Nur Syamiera Najwa Napiza
Nur Syazwani Alin
Nur Syazwinaezzwin Hamiruddin
Nur ‘Ain ‘Adilah Che Zahir
author_sort Nur Syamiera Najwa Napiza
title The impact of services quality airqual modeltowards malaysia airlines customer satisfaction
title_short The impact of services quality airqual modeltowards malaysia airlines customer satisfaction
title_full The impact of services quality airqual modeltowards malaysia airlines customer satisfaction
title_fullStr The impact of services quality airqual modeltowards malaysia airlines customer satisfaction
title_full_unstemmed The impact of services quality airqual modeltowards malaysia airlines customer satisfaction
title_sort impact of services quality airqual modeltowards malaysia airlines customer satisfaction
publishDate 2023
url http://discol.umk.edu.my/id/eprint/13883/1/T44.pdf
http://discol.umk.edu.my/id/eprint/13883/
_version_ 1794645939003064320
score 13.211869

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