THE INFLUENCE OF SERVICE QUALITY TOWARDS CUSTOMER SATISFACTION OF LOW-COST AIRLINES IN MALAYSIA.

UNSPECIFIED THE INFLUENCE OF SERVICE QUALITY TOWARDS CUSTOMER SATISFACTION OF LOW-COST AIRLINES IN MALAYSIA. The Asian Journal of Professional and Business Studies, 3 (2). ISSN 2716-666X

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Abstract

The purpose of this research is to examine the influence of service quality towards customer satisfaction with low-cost airlines in Malaysia. This study examines the effect of the five factors of service quality which are tangibility, reliability, responsiveness, assurance and empathy on customer satisfaction. It further discusses on the relationship of tangibility, reliability, responsiveness, assurance and empathy towards customer satisfaction. A sample of 109 respondents who had flight experiences with low-cost airlines was examined using the Statistical Package for Social Sciences. This study used descriptive statistics and multiple regressions to analyze the effects among the variables. The researcher discovered that only assurance and empathy have a significant positive relationship towards customer satisfaction. The other three factors; tangibility, reliability and responsiveness have no significant relationship towards customer satisfaction. This research contributes to the literature on customer satisfaction and service quality, comprehensively in the dimension of service quality which is tangibility, reliability, responsiveness, assurance and empathy of the respondents in the low-cost airline industry. Therefore, the research is valuable for the education sector, educators, airline industry management and future researchers.

Item Type:	Article
Uncontrolled Keywords:	Service quality, tangibility, reliability, responsiveness, assurance, empathy, customer satisfaction
Divisions:	Faculty of Business, Accountancy and Social Sciences
Depositing User:	Mrs Shariffah Shuhaiza Syed Mohd Nor
Date Deposited:	11 Jan 2024 00:47
Last Modified:	11 Jan 2024 00:47
URI:	http://eprints.kuptm.edu.my/id/eprint/3179

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