GREEN SERVICE QUALITY AND CUSTOMER SATISFACTION FOR MALAYSIA AIRLINE COMPANIES

Article Sidebar

PDF
Published: Apr 7, 2023
DOI: https://doi.org/10.52783/rlj.v11i5s.942
Keywords:
customer satisfaction green service quality airline industry green airport

Main Article Content

ABDUL KHABIR RAHMAT, HASBULLAH OTHMAN, AFIZAN AMER, ALBERT FEISAL MUHD FEISAL ISMAIL, IRWAN IBRAHIM

Abstract

Purpose: The purpose of this paper is to propose a framework of airlines customer’s evaluation of green service quality toward customer’s satisfaction provided by Malaysia Airline Companies.

 


Design/Methodology/Approach: This paper reviews the conceptual and empirical literature to develop a model of the various aspects of the service quality – customer satisfaction relationship encompassed by the concept of ‘airline customer satisfaction’ and to assess the advantages and disadvantages of alternative methods of measurement. Six conceptual dimensions are identified: (1) Airline tangibles (2) Terminal tangibles (3) Personnel (4) Empathy (5) Image (6) Green Airport (7) Customer Satisfaction


Findings: Integration of these dimensions into a conceptual framework that describes the relationships among the components and how they collectively result in green service quality and customer satisfaction. We also elucidate future research directions for management scholars


 


Research Limitation/Implication: The research examines the relationship between green service quality dimension and customer satisfaction in airline industry. This study focuses on the evaluation of all airline service user regarding airline service quality. The main limitation of this study is that it focusses to customer satisfaction on all Airlines Companies: thus, the result cannot be generalized.


 


Practical Implications: The framework proposed can be applied to future research on green service quality and customer satisfaction. This study will lead to passenger’s satisfaction and encourage the development of long-term relationships with their customers.

Article Details

Issue
Vol. 11 No. 5s (2023)
Section
Public Law
Creative Commons License

This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.

Author Biography

ABDUL KHABIR RAHMAT, HASBULLAH OTHMAN, AFIZAN AMER, ALBERT FEISAL MUHD FEISAL ISMAIL, IRWAN IBRAHIM

ABDUL KHABIR RAHMAT

Lecturer, Department of Research,

Malaysia Institute of Transport (MITRANS), University Technology Mara, Malaysia

HASBULLAH OTHMAN

INTI International University, Malaysia

AFIZAN AMER

Universiti Teknologi MARA, Malaysia

ALBERT FEISAL @ MUHD FEISAL ISMAIL

University Technical Malaysia Melaka, Malaysia

IRWAN IBRAHIM

Malaysia Institute of Transport (MITRANS), University Technology Mara, Malaysia Faculty of Business and Management, University Technology Mara Puncak Alam Campus, Malaysia

 

References

Namukasa J. The influence of airline service quality on passenger satisfaction and loyalty. The TQM Journal. 2013;25(5):520–532.

Available:https://doi.org/10.1108/TQM-11-2012-0092

Gustafsson A, Ekdahl F, Edvardsson B. Customer focused service development in practice – A case study at Scandinavian Airlines System (SAS). International Journal of Service Industry Management. 1999;10(4):344–358.

Available:https://doi.org/10.1108/09564239910282299

Hussain R. The mediating role of customer satisfaction: Evidence from the airline industry. Asia Pacific Journal of Marketing and Logistics. 2016;28(2):234–255.

Available:https://doi.org/10.1108/APJML-01-2015-0001

Ramachandran KK. A study on service quality dimensions of domestic airline industry in India. Turkish Journal of Computer and Mathematics Education (TURCOMAT). 2021 Apr 19;12(7): 1412-9.

Prayag G. Assessing international tourists’ perceptions of service quality at Air Mauritius. International Journal of Quality & Reliability Management. 2007;24(5):492–514.

Available:https://doi.org/10.1108/02656710710748367

Min H, Min H. Benchmarking the service quality of airlines in the United States: An exploratory analysis. Benchmarking: An International Journal. 2015;22(5):734–751.

Available:https://doi.org/10.1108/BIJ-03-2013-0029

Nakhai B, Neves JS. The challenges of six sigma in improving service quality. International Journal of Quality & Reliability Management. 2009;26(7):663–684.

Available:https://doi.org/10.1108/02656710910975741

Ghobadian A, Speller S, Jones M. Concepts and Models. Downloaded by Universiti Teknologi MARA At 08:39 15 June 2016 (PT) International Journal of Quality & Reliability Management. 2002;11(9):43–66.

Available:https://doi.org/10.1108/02656719410074297

Joon Choi B, Sik Kim H. The impact of outcome quality, interaction quality, and peer‐to‐peer quality on customer satisfaction with a hospital service. Managing Service Quality: An International Journal. 2013;23(3):188–204.

Available:https://doi.org/10.1108/09604521311312228

Tsoukatos E, Mastrojianni E. Key determinants of service quality in retail banking. EuroMed Journal of Business. 2010;5(1):85–100.

Available:https://doi.org/10.1108/14502191011043170

Frost FA, Kumar M. Service quality between internal customers and internal suppliers in an international airline. International Journal of Quality & Reliability Management. 2001;18(4):371–386.

Available:https://doi.org/10.1108/09574090910954864

Asubonteng P, McCleary KJ, Swan JE. SERVQUAL revisited: A critical review of service quality. Journal of Services Marketing. 1996;10(6):62–81.

Available:https://doi.org/10.1108/08876049610148602

Parasuraman A, Zeithaml VA, Berry LL. A conceptual model of service quality and its implications for future research. Journal of Marketing. 1985;49(1979):41–50.

Available:https://doi.org/10.2307/1251430

Babbar S, Koufteros X. The human element in airline service quality: contact personnel and the customer. International Journal of Operations & Production Management. 2008;28(9):804–830.

Available:https://doi.org/10.1108/01443570810895267

Rhoades DL, Treudt E. Case studies Service quality in the US airline industry: Progress and problems; 2012.

Nadiri H, Hussain K, Haktan Ekiz E, Erdoğan Ş. An investigation on the factors influencing passengers’ loyalty in the North Cyprus national airline. The TQM Journal. 2008;20(3):265–280.

Available:https://doi.org/10.1108/17542730810867272

Abdullah K, Manaf NHA, Noor KM. Measuring the service quality of airline services in Malaysia. IIUM Journal of Economics and Management IIUM Journal of Economics & Management. 2007; 15(1):1–29.

Park J. Investigating the effects of airline service quality on airline image and passengers’ future behavioural intentions: Findings from Australian International Air Passengers. The Journal of Tourism Studies. 2005;16(1):2–11.

Available:https://doi.org/10.1375/jhtm.13.2.161

Mal Kong S, Muthusamy K. Using service gaps to classify quality attributes. The TQM Journal. 2011;23(2):145–163.

Available:https://doi.org/10.1108/17542731111110212

Narteh B. Determinants of students’ loyalty in the Ghanaian banking industry. The TQM Journal. 2013;25(2):153–169.

Available:https://doi.org/10.1108/17542731311299591

Kang B-S, Cho C-H, Baek J-D. The effects of service quality on customer satisfaction in case of dissatisfied customers. Asian Journal on Quality. 2007;8:27–39.

Available:https://doi.org/10.1108/15982688200700003

Zaid AM. Celebrate and record measuring and monitoring service quality at Malaysia. Managing Service Quality. 1995;5(2):25–27.

Available:https://doi.org/10.1108/09604529510083558

Zaid AM. Malaysia Airlines’ corporate vision and service quality strategy. Malaysia Airlines’ Corporate Vision and Service Quality Strategy. 2012;4(6):11–15.

Available:https://doi.org/10.1108/09604529410085845

Saha GC, Theingi Service quality, satisfaction, and behavioural intentions. Managing Service Quality: An International Journal. 2009;19(3):350–372.

Available:https://doi.org/10.1108/09604520910955348

Ekiz HE, Hussain K, Bavik A. Perceptions of service quality in North Cyprus Airline. Tourism and Hospitality Industry 2006 - New Tends in Tourism and Hospitality Management, Proceedings of 18th Biennial International Conference, Faculty of Tourism and Hospitality Management, Opatija, 03–05, 778–790; 2006.

Westbrook RA, Oliver R. The dimensionality of consumption emotion pattems and consumer satisfaction. Journal of Consumer Research. 1991;18:84–91.

Available:https://doi.org/10.1086/209243

Anderson JC, Gerbing DW. Structural equation modeling in practice: A review and recommended two-step approach. Psychological Bulletin. 1988;103(3):411–423.

Available:https://doi.org/10.1037/0033-2909.103.3.411

Amin M, Yahya Z, Ismayatim WFA, Nasharuddin SZ, Kassim E. Service quality dimension and customer satisfaction: An empirical study in the Malaysian Hotel Industry. Services Marketing Quarterly. 2013;34(2):115–125.

Available:https://doi.org/10.1080/15332969.2013.770665

Nunnally J. Psychometric Theory. New York: McGraw-Hill; 1978.

Available:https://doi.org/10.1037/018882

Zieba M., Johansson E. (2022). Sustainability reporting in the airline industry: Current literature and future research avenues. Transportation Research Part D: Transport and Environment, Volume 102,2022,103133,ISSN 1361-9209,

https://doi.org/10.1016/j.trd.2021.103133.

Betul Kacar, Eylem Turhan, Alper Dalkiran & T. Hikmet Karakoc (2022) Green Airport building certification comparison: a practical approach for Airport Management, International Journal of Green Energy, DOI: 10.1080/15435075.2022.2076236

Li, X., Chen, X., Liu, Z (2002). Research on Construction and Development of Green Airport. Proceedings of the 2022 International Conference on Urban Planning and Regional Economy（UPRE 2022). Atlantis Press 2022. 434-437. 2352-5428. https://doi.org/10.2991/aebmr.k.220502.077