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Measuring Service Quality Of Airline Services In Malaysia


  • Kalthom Abdullah

    (International Islamic Univeristy Malaysia)

  • Noor Hazilah Abd. Manaf

    (International Islamic Univeristy Malaysia)

  • Kamariah Mohd. Noor

    (International Islamic Univeristy Malaysia)


The perception of Malaysian consumers of the quality of airline services was examined in this study using the SERVQUAL measurement. The results of the study indicate that the most significant factors in Malaysian customers’ perception of service quality are Empathy, Tangibles and Assurance. In addition, the respondents indicated that the airlines surveyed performed better than expected on the Responsiveness dimension of service quality. There is also a strong indication that satisfaction with service quality results in future use and the likelihood of recommending the airline to others.

Suggested Citation

  • Kalthom Abdullah & Noor Hazilah Abd. Manaf & Kamariah Mohd. Noor, 2007. "Measuring Service Quality Of Airline Services In Malaysia," IIUM Journal of Economics and Management, IIUM Journal of Economis and Management, vol. 15(1), pages 1-30, June.
  • Handle: RePEc:ije:journl:v:15:y:2007:i:1:p:1-30

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    More about this item


    Perception; Service quality; Satisfaction.;

    JEL classification:

    • M19 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - Other
    • Z13 - Other Special Topics - - Cultural Economics - - - Economic Sociology; Economic Anthropology; Language; Social and Economic Stratification
    • M39 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Other


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