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Service quality and customer satisfaction of a UAE-based airline: An empirical investigation

Author

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  • Hussain, Rahim
  • Al Nasser, Amjad
  • Hussain, Yomna K.

Abstract

This paper investigates the linkages among service quality, service provider image, customer expectations, perceived value, customer satisfaction and brand loyalty in a Dubai-based airline. Initially, the determinants of service quality were identified utilizing the SERVQUAL framework with some modification. Service quality was then used as an antecedent to measure customer satisfaction, a condition which can bring about brand loyalty. In a research initiative using a quantitative approach, data from 253 questionnaires was analyzed. Using structure equation modeling, the data analysis suggests that service quality, perceived value, and brand image have a positive significant impact on customer satisfaction, which can in turn lead to brand loyalty. Theoretical and managerial implications are discussed.

Suggested Citation

  • 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.
    • Handle: RePEc:eee:jaitra:v:42:y:2015:i:c:p:167-175
    DOI: 10.1016/j.jairtraman.2014.10.001
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    References listed on IDEAS

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