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

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  1. Eunil Park & Sanghoon Lee & Sang Jib Kwon & Angel P. Del Pobil, 2015. "Determinants of Behavioral Intention to Use South Korean Airline Services: Effects of Service Quality and Corporate Social Responsibility," Sustainability, MDPI, vol. 7(9), pages 1-16, September.
  2. Gupta, Himanshu, 2018. "Evaluating service quality of airline industry using hybrid best worst method and VIKOR," Journal of Air Transport Management, Elsevier, vol. 68(C), pages 35-47.
  3. Masood Ahmed & Dr. Manzoor A. Khalidi, 2019. "Critical Discourse Analysis: A Critical Approach To Expose Hidden Realities In The Discourse Of Sustainable Development," IBT Journal of Business Studies (JBS), Ilma University, Faculty of Management Science, vol. 15(2), pages 15-11.
  4. Seungju Nam & Hyun Cheol Lee, 2019. "A Text Analytics-Based Importance Performance Analysis and Its Application to Airline Service," Sustainability, MDPI, vol. 11(21), pages 1-24, November.
  5. Muhammad Salman Azhar & Ismail Bin Lebai Othman & Norzieiriani bt. Ahmad, 2018. "Investigating Customer Satisfaction of Airline Passengers in Aviation Sector of Pakistan," Pakistan Journal of Humanities and Social Sciences, International Research Alliance for Sustainable Development (iRASD), vol. 6(4), pages :561-581, December.
  6. Yuan, Yalong & Yang, Min & Feng, Tao & Rasouli, Soora & Li, Dawei & Ruan, Xinpei, 2021. "Heterogeneity in passenger satisfaction with air-rail integration services: Results of a finite mixture partial least squares model," Transportation Research Part A: Policy and Practice, Elsevier, vol. 147(C), pages 133-158.
  7. Ahmad Nazrul Hakimi Ibrahim & Muhamad Nazri Borhan & Riza Atiq O.K. Rahmat, 2020. "Understanding Users’ Intention to Use Park-and-Ride Facilities in Malaysia: The Role of Trust as a Novel Construct in the Theory of Planned Behaviour," Sustainability, MDPI, vol. 12(6), pages 1-14, March.
  8. Wang, Binni & Wang, Pong & Tu, Yiliu, 2021. "Customer satisfaction service match and service quality-based blockchain cloud manufacturing," International Journal of Production Economics, Elsevier, vol. 240(C).
  9. Bellizzi, Maria Grazia & dell’Olio, Luigi & Eboli, Laura & Mazzulla, Gabriella, 2021. "Detecting passengers' heterogeneity on airlines’ services using SP data," Journal of Air Transport Management, Elsevier, vol. 96(C).
  10. Lee, C.K.M. & Ng, K.K.H. & Chan, Hing Kai & Choy, K.L. & Tai, W.C. & Choi, L.S., 2018. "A multi-group analysis of social media engagement and loyalty constructs between full-service and low-cost carriers in Hong Kong," Journal of Air Transport Management, Elsevier, vol. 73(C), pages 46-57.
  11. Maria Grazia Bellizzi & Luigi dell’Olio & Laura Eboli & Carmen Forciniti & Gabriella Mazzulla, 2020. "Passengers’ Expectations on Airlines’ Services: Design of a Stated Preference Survey and Preliminary Outcomes," Sustainability, MDPI, vol. 12(11), pages 1-14, June.
  12. Ahmad Nazrul Hakimi Ibrahim & Muhamad Nazri Borhan & Muhamad Razuhanafi Mat Yazid & Riza Atiq Rahmat & Sotaro Yukawa, 2021. "Factors Influencing Passengers’ Satisfaction with the Light Rail Transit Service in Alpha Cities: Evidence from Kuala Lumpur, Malaysia Using Structural Equation Modelling," Mathematics, MDPI, vol. 9(16), pages 1-15, August.
  13. Reema Frooghi & Zaki Rashidi, 2019. "Does Value Co-Creation Impacts Customer Loyalty And Repurchase Intention," IBT Journal of Business Studies (JBS), Ilma University, Faculty of Management Science, vol. 15(1), pages 1-18.
  14. Shiwakoti, Nirajan & Jiang, Hongwei & Nguyen, An Duong, 2022. "Passengers’ perception of safety and its relationship with demographics, service quality, satisfaction and loyalty in airlines sector - A case study of Vietnam to Australia route," Transport Policy, Elsevier, vol. 124(C), pages 194-202.
  15. Singh, Balgopal, 2021. "Predicting airline passengers’ loyalty using artificial neural network theory," Journal of Air Transport Management, Elsevier, vol. 94(C).
  16. Bashir Baba & Shafie Mohamed Zabri & Ahmad Kaseri, 2018. "Assessing the Influence of Islamic Banks' Products' Quality Features on Customer Satisfaction in Nigeria," Traektoriâ Nauki = Path of Science, Altezoro, s.r.o. & Dialog, vol. 4(6), pages 4001-4015, June.
  17. Kurtulmuşoğlu, Feride Bahar & Can, Gülin Feryal & Tolon, Metehan, 2016. "A voice in the skies: Listening to airline passenger preferences," Journal of Air Transport Management, Elsevier, vol. 57(C), pages 130-137.
  18. Henderson, Isaac Levi & Tsui, Kan Wai Hong & Ngo, Thanh & Gilbey, Andrew & Avis, Mark, 2019. "Airline brand choice in a duopolistic market: The case of New Zealand," Transportation Research Part A: Policy and Practice, Elsevier, vol. 121(C), pages 147-163.
  19. Zainul Mohammad & Zamrudi Zakky, 2019. "Social Media: Factor Influencing Personal Transport for Leisure," LOGI – Scientific Journal on Transport and Logistics, Sciendo, vol. 10(1), pages 79-86, May.
  20. Ahmad Nazrul Hakimi Ibrahim & Muhamad Nazri Borhan & Nur Shaeza Darus & Nor Aznirahani Mhd Yunin & Rozmi Ismail, 2022. "Understanding the Willingness of Students to Use Bicycles for Sustainable Commuting in a University Setting: A Structural Equation Modelling Approach," Mathematics, MDPI, vol. 10(6), pages 1-20, March.
  21. Shen, Chao & Yahya, Yazkhiruni, 2021. "The impact of service quality and price on passengers' loyalty towards low-cost airlines: The Southeast Asia perspective," Journal of Air Transport Management, Elsevier, vol. 91(C).
  22. Yalcin Kavus, Bahar & Gulum Tas, Pelin & Ayyildiz, Ertugrul & Taskin, Alev, 2022. "A three-level framework to evaluate airline service quality based on interval valued neutrosophic AHP considering the new dimensions," Journal of Air Transport Management, Elsevier, vol. 99(C).
  23. Douglas Chiguvi & Elvis Madondo & Zenzo Dube, 2019. "The Importance of Customer Relationship Management in the Local Government Authorities in Zimbabwe," Applied Economics and Finance, Redfame publishing, vol. 6(6), pages 15-29, November.
  24. Alsini, Ibrahim, 2017. "Investigating Effects Of Perceived Service Quality On Overall Service Quality And Customer Satisfaction: Case Of Saudi Airlines," Journal of Tourism, Sustainability and Well-being, Cinturs - Research Centre for Tourism, Sustainability and Well-being, University of Algarve, vol. 5(4), pages 463-470.
  25. 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.
  26. Ding, Ji-Feng & Shyu, Wen-Hwa & Yeh, Chun-Tsen & Ting, Pi-Hui & Ting, Chung-Te & Lin, Chien-Pang & Chou, Chien-Chang & Wu, Su-Sin, 2016. "Assessing customer value for express service providers: An empirical study from shippers’ perspective in Taiwan," Journal of Air Transport Management, Elsevier, vol. 55(C), pages 203-212.
  27. Yusrizal Sufardi Bin Mohd Yunan & Che Aniza Che Well & Lokhman Hakim Osman & Zaleha Yazid & Ahmad Azmi Mohd Ariffin, 2017. "Post Service Quality as Predictor for Halal Warehouse Adopter Satisfaction," International Journal of Academic Research in Business and Social Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Business and Social Sciences, vol. 7(4), pages 999-1008, April.
  28. Chacha Magasi & Robert Galan Mashenene & Dorice Munuo Ndengenesa, 2022. "Service Quality and Students’ Satisfaction in Tanzania’s Higher Education: A Re-examination of SERVQUAL Model," International Review of Management and Marketing, Econjournals, vol. 12(3), pages 18-25, May.
  29. Ayat Zaki Ahmed & Manuel Rodríguez-Díaz, 2020. "Significant Labels in Sentiment Analysis of Online Customer Reviews of Airlines," Sustainability, MDPI, vol. 12(20), pages 1-18, October.
  30. Dimitrios Drosos & Grigorios L. Kyriakopoulos & Garyfallos Arabatzis & Nikolaos Tsotsolas, 2020. "Evaluating Customer Satisfaction in Energy Markets Using a Multicriteria Method: The Case of Electricity Market in Greece," Sustainability, MDPI, vol. 12(9), pages 1-19, May.
  31. Nicole Kalemba & Fernando Campa-Planas, 2018. "The quality effect on the profitability of US airline companies," Tourism Economics, , vol. 24(3), pages 251-269, May.
  32. Kattreeya Chanpariyavatevong & Warit Wipulanusat & Thanapong Champahom & Sajjakaj Jomnonkwao & Dissakoon Chonsalasin & Vatanavongs Ratanavaraha, 2021. "Predicting Airline Customer Loyalty by Integrating Structural Equation Modeling and Bayesian Networks," Sustainability, MDPI, vol. 13(13), pages 1-21, June.
  33. Li, Wenhua & Yu, Suihuai & Pei, Huining & Zhao, Chuan & Tian, Baozhen, 2017. "A hybrid approach based on fuzzy AHP and 2-tuple fuzzy linguistic method for evaluation in-flight service quality," Journal of Air Transport Management, Elsevier, vol. 60(C), pages 49-64.
  34. Jiang, Hongwei & Zhang, Yahua, 2016. "An investigation of service quality, customer satisfaction and loyalty in China's airline market," Journal of Air Transport Management, Elsevier, vol. 57(C), pages 80-88.
  35. Rahman, Farzana & Rahman, Md. Mahmudur, 2023. "Analyzing service quality of domestic airlines in an emerging country- Bangladesh by structural equation models," Journal of Air Transport Management, Elsevier, vol. 107(C).
  36. Stamolampros, Panagiotis & Korfiatis, Nikolaos, 2019. "Airline service quality and economic factors: An ARDL approach on US airlines," Journal of Air Transport Management, Elsevier, vol. 77(C), pages 24-31.
  37. Allen, Jaime & Bellizzi, Maria Grazia & Eboli, Laura & Forciniti, Carmen & Mazzulla, Gabriella, 2020. "Service quality in a mid-sized air terminal: A SEM-MIMIC ordinal probit accounting for travel, sociodemographic, and user-type heterogeneity," Journal of Air Transport Management, Elsevier, vol. 84(C).
  38. Dožić, Slavica & Lutovac, Tatjana & Kalić, Milica, 2018. "Fuzzy AHP approach to passenger aircraft type selection," Journal of Air Transport Management, Elsevier, vol. 68(C), pages 165-175.
  39. Dissakoon Chonsalasin & Sajjakaj Jomnonkwao & Vatanavongs Ratanavaraha, 2020. "Key Determinants of Airline Loyalty Modeling in Thailand," Sustainability, MDPI, vol. 12(10), pages 1-17, May.
  40. Sonny Rosenthal & Jean Yi Colette Tan & Ting Fang Poh, 2020. "Reputation Cues as Signals in the Sharing Economy," Social Sciences, MDPI, vol. 9(4), pages 1-14, April.
  41. Wiryanta Muljono & Sri Setiyawati, 2019. "The growth of e-commerce has highlighted the importance of express courier service (ECS). We empirically study consumer’s choice of ECS in purchasing goods online. This research aims to examine the ef," Journal of Marketing and Consumer Behaviour in Emerging Markets, University of Warsaw, Faculty of Management, vol. 1(9), pages 42-57.
  42. Li, Feng & Lu, Hui & Hou, Meiqian & Cui, Kangle & Darbandi, Mehdi, 2021. "Customer satisfaction with bank services: The role of cloud services, security, e-learning and service quality," Technology in Society, Elsevier, vol. 64(C).
  43. Masood Ahmed & Dr.Manzoor A.Khalidi, 2019. "Critical Discourse Analysis: A Critical Approach To Expose Hidden Realities In The Discourse Of Sustainable Development," IBT Journal of Business Studies (JBS), Ilma University, Faculty of Management Science, vol. 15(2), pages 1-13.
  44. Ho, Chien-Wei & Wu, Chi-Chuan, 2019. "Using job design to motivate employees to improve high-quality service in the airline industry," Journal of Air Transport Management, Elsevier, vol. 77(C), pages 17-23.
  45. Yang, Min & Wang, Zheyuan & Cheng, Long & Chen, Enhui, 2022. "Exploring satisfaction with air-HSR intermodal services: A Bayesian network analysis," Transportation Research Part A: Policy and Practice, Elsevier, vol. 156(C), pages 69-89.
  46. Chun-Mei Chen & Hsian-Ming Liu, 2017. "Exploring the Impact of Airlines Service Quality on Customer Loyalty: Evidence from Taiwan," International Journal of Business and Management, Canadian Center of Science and Education, vol. 12(5), pages 1-36, April.
  47. Hamed Taherdoost & Mitra Madanchian, 2021. "Empirical Modeling of Customer Satisfaction for E-Services in Cross-Border E-Commerce," Post-Print hal-03741849, HAL.
  48. Kazim Sari & Abdullah Alper Sener, 2022. "Service quality and intention to recommend in low-cost and full-service airlines in Turkey," DECISION: Official Journal of the Indian Institute of Management Calcutta, Springer;Indian Institute of Management Calcutta, vol. 49(3), pages 297-309, September.
  49. Chen, Lu & Li, Yong-Quan & Liu, Chih-Hsing, 2019. "How airline service quality determines the quantity of repurchase intention - Mediate and moderate effects of brand quality and perceived value," Journal of Air Transport Management, Elsevier, vol. 75(C), pages 185-197.
  50. Md. Alamgir Hossain & Most. Nirufer Yesmin & Nusrat Jahan & Minho Kim, 2021. "Effects of Service Justice, Quality, Social Influence and Corporate Image on Service Satisfaction and Customer Loyalty: Moderating Effect of Bank Ownership," Sustainability, MDPI, vol. 13(13), pages 1-13, July.
  51. Osaki, Takanori & Kubota, Yukihiko, 2016. "Perceptions of premium service and superiority: Why do customers pay more for high-value-added domestic airline services in Japan?," Journal of Air Transport Management, Elsevier, vol. 57(C), pages 196-201.
  52. Philipp Wetzel & Erik Hofmann, 2020. "Toward a Multi-Sided Model of Service Quality for Logistics Service Providers," Administrative Sciences, MDPI, vol. 10(4), pages 1-24, October.
  53. Das, Deepjyoti & Sharma, Somesh Kumar & Parti, Raman & Singh, Jagroop, 2016. "Analyzing the effect of aviation infrastructure over aviation fuel consumption reduction," Journal of Air Transport Management, Elsevier, vol. 57(C), pages 89-100.
  54. Shah, Faisal Tehseen & Syed, Zaineb & Imam, Abeer & Raza, Aiman, 2020. "The impact of airline service quality on passengers’ behavioral intentions using passenger satisfaction as a mediator," Journal of Air Transport Management, Elsevier, vol. 85(C).
  55. Ahmad Nazrul Hakimi Ibrahim & Muhamad Nazri Borhan & Nor Aznirahani Mhd Yunin, 2020. "Getting Young Drivers to Buckle Up: Exploring the Factors Influencing Seat Belt Use by Young Drivers in Malaysia," Sustainability, MDPI, vol. 13(1), pages 1-15, December.
  56. Reema Frooghi & Zaki Rashidi, 2019. "Does Value Co-Creation Impacts Customer Loyalty And Repurchase Intention," IBT Journal of Business Studies (JBS), Ilma University, Faculty of Management Science, vol. 15(1), pages 15-11.
  57. Constantin BRAN, 2018. "The Correlation between the Degree of Customer Satisfaction and Turnover, an Approach to Managerial Flexibility," Book chapters-LUMEN Proceedings, in: Tomita CIULEI & Gabriel GORGHIU (ed.), CATES 2017, edition 1, volume 4, chapter 10, pages 89-96, Editura Lumen.
  58. Niu, Shih-Yuan & Liu, Chiung-Lin & Chang, Chih-Ching & Ye, Kung-Don, 2016. "What are passenger perspectives regarding airlines' environmental protection? An empirical investigation in Taiwan," Journal of Air Transport Management, Elsevier, vol. 55(C), pages 84-91.
  59. Prentice, Catherine & Kadan, Mariam, 2019. "The role of airport service quality in airport and destination choice," Journal of Retailing and Consumer Services, Elsevier, vol. 47(C), pages 40-48.
  60. 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.
  61. Bellizzi, Maria Grazia & Eboli, Laura & Mazzulla, Gabriella & Postorino, Maria Nadia, 2022. "Classification trees for analysing highly educated people satisfaction with airlines’ services," Transport Policy, Elsevier, vol. 116(C), pages 199-211.
  62. Park, Eunil & Jang, Yeonju & Kim, Jina & Jeong, Nam Jeong & Bae, Kunwoo & del Pobil, Angel P., 2019. "Determinants of customer satisfaction with airline services: An analysis of customer feedback big data," Journal of Retailing and Consumer Services, Elsevier, vol. 51(C), pages 186-190.
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