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Quality Seekers as Moderating Effects between Service Quality and Customer Satisfaction in Airline Industry

Author

Listed:
  • Harith Yas Khudhair

    (Azman Hashim International Business School, Universiti Teknologi Malaysia, Malaysia.)

  • Ahmad Jusoh

    (Azman Hashim International Business School, Universiti Teknologi Malaysia, Malaysia.)

  • Abbas Mardani

    (Azman Hashim International Business School, Universiti Teknologi Malaysia, Malaysia.)

  • Khalil Md. Nor

    (Azman Hashim International Business School, Universiti Teknologi Malaysia, Malaysia.)

Abstract

The following research paper examines the impact that quality seeker have on the quality of services offered by an airline. Service quality has been determined to influence customer satisfaction. This study therefore looks into the role of quality seekers in influencing quality of services and customer satisfaction. The study was based on a scoping review of the existent literature. Scholarly articles provide convincing arguments for the relationship between quality of services and customer satisfaction. However, customer satisfaction varies from one customer to another. There is a gap in the research regarding different categories of customers and how they moderate the relationship between service quality and customer satisfaction. Quality seekers are a category of customers who are not influenced by prices. Rather, their focus is on the quality of services and products offered. They seek out information on all available options but choose the one which best meets their expectations in terms of quality. This paper analyses the influence of quality seekers on the level of quality of services offered, and the resultant effect on customer satisfaction.

Suggested Citation

  • Harith Yas Khudhair & Ahmad Jusoh & Abbas Mardani & Khalil Md. Nor, 2019. "Quality Seekers as Moderating Effects between Service Quality and Customer Satisfaction in Airline Industry," International Review of Management and Marketing, Econjournals, vol. 9(4), pages 74-79.
    • Handle: RePEc:eco:journ3:2019-04-10
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    References listed on IDEAS

    as
    1. Hussain, Rahim & Al Nasser, Amjad & Hussain, Yomna K., 2015. "Service quality and customer satisfaction of a UAE-based airline: An empirical investigation," Journal of Air Transport Management, Elsevier, vol. 42(C), pages 167-175.
    2. Basfirinci, Cigdem & Mitra, Amitava, 2015. "A cross cultural investigation of airlines service quality through integration of Servqual and the Kano model," Journal of Air Transport Management, Elsevier, vol. 42(C), pages 239-248.
    3. Tamilla Curtis & Dawna L. Rhoades & Blaise P. Waguespack Jr., 2012. "Satisfaction with airline service quality: familiarity breeds contempt," International Journal of Aviation Management, Inderscience Enterprises Ltd, vol. 1(4), pages 242-256.
    4. Kanghwa Choi & DonHee Lee & David Olson, 2015. "Service quality and productivity in the U.S. airline industry: a service quality-adjusted DEA model," Service Business, Springer;Pan-Pacific Business Association, vol. 9(1), pages 137-160, March.
    Full references (including those not matched with items on IDEAS)

    Citations

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    Cited by:

    1. Soojung Kim & Jinsoo Hwang, 2023. "Airline CSR and Quality Attributes as Driving Forces of Passengers’ Brand Love: Comparing Full-Service Carriers with Low-Cost Carriers," Sustainability, MDPI, vol. 15(9), pages 1-14, April.
    2. Koech, Alex Kipkorir & Buyle, Sven & Macário, Rosário, 2023. "Airline brand awareness and perceived quality effect on the attitudes towards frequent-flyer programs and airline brand choice - Moderating effect of frequent-flyer programs," Journal of Air Transport Management, Elsevier, vol. 107(C).
    3. Ogunjimi, Ayotunde & Rahman, Mizan & Islam, Nazrul & Hasan, Rajibul, 2021. "Smart mirror fashion technology for the retail chain transformation," Technological Forecasting and Social Change, Elsevier, vol. 173(C).
    4. Thowayeb H. Hassan & Amany E. Salem, 2021. "Impact of Service Quality of Low-Cost Carriers on Airline Image and Consumers’ Satisfaction and Loyalty during the COVID-19 Outbreak," IJERPH, MDPI, vol. 19(1), pages 1-16, December.
    5. Yaghoub Abdi & Xiaoni Li & Xavier Càmara-Turull, 2023. "Firm value in the airline industry: perspectives on the impact of sustainability and Covid-19," Palgrave Communications, Palgrave Macmillan, vol. 10(1), pages 1-24, December.

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    More about this item

    Keywords

    Service Quality; Customer satisfaction; Quality seekers; Airline.;
    All these keywords.

    JEL classification:

    • L15 - Industrial Organization - - Market Structure, Firm Strategy, and Market Performance - - - Information and Product Quality
    • M1 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration

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