Authors : Ibrahim Rose, Tahir Izah and Mustafa Dakian
Abstract: This study focused on quality and attributes which play important role in airline’s performance and success during its transformation. Objective was for the improvement and strategy of its inflight service quality and customer satisfaction. This study’s theoretical framework adopted quality improvement concept and five dimensions of SERVQUAL scale by Parasuraman, Zeithaml and Berry in 1985. Variables involved were personal attributes, inflight service and flight safety as constructs of inflight service quality as independent variable and customer satisfaction as dependent variable. The study employed cross-sectional research design using 5-point Likert scale which was used for 27 items of questions. Total 117 respondents were selected at airport for the stratified sampling interpreted using SPSS, mean analysis, Pearson correlation, ANOVA and multiple regressions to test inflight service quality and customer satisfaction. Result deduced that inflight service quality factors variables explain 75.1% of the customer satisfaction and findings revealed were significant. Approach was concentrated on gathering wide data range and impressions and established the relationship between variables, questionnaire and formal interview with respective airline’s senior officers. From the findings, managers would have the opportunity to learn from results of this investigation and improve on inflight service quality to achieve more because these results provided knowledge directly obtained from the respondents’ voice. The results were mostly valued as high potential elements to differentiate the airline from competitors and as factors to increase customer satisfaction.
Ibrahim Rose, Tahir Izah and Mustafa Dakian, 2016. Inflight Service Quality Can Affect Customers’ Perspective Thus Satisfaction. International Business Management, 10: 3700-3707.