The impact of services quality airqual modeltowards malaysia airlines customer satisfaction

• Main Authors: Nur Syamiera Najwa Napiza, Nur Syazwani Alin, Nur Syazwinaezzwin Hamiruddin, Nur ‘Ain ‘Adilah Che Zahir
• Format: Undergraduate Final Project Report
• Language: English
• Published: 2023
• Online Access: http://discol.umk.edu.my/id/eprint/13883/1/T44.pdf; http://discol.umk.edu.my/id/eprint/13883/

This paper aims to address how passengers’ satisfaction can be measured in relation to quality services provided by airlines using AIRQUAL methodology. A quantitative study was conducted to identify airline tangibles, Terminal tangible and personnel service among the airlines passengers the company...