The Relationship Between Service Quality and Passengers Satisfaction: A Case of Air Asia Passengers

This study is to determine the level of passenger’s satisfaction among Air Asia Passengers and to determine the influence of service quality on passenger’s satisfaction among Air Asia Passengers. A field survey of Air Asia passengers in University Utara Malaysia (UUM) in Kedah was conducted between...

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Main Author:	Athirah, Mohd Tan
Format:	Thesis
Language:	eng eng
Published:	2011
Subjects:	HF5549-5549.5 Personnel Management Employment
Online Access:	https://etd.uum.edu.my/2849/1/Athirah_Mohd_Tan.pdf https://etd.uum.edu.my/2849/2/1.Athirah_Mohd_Tan.pdf
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id	my-uum-etd.2849
record_format	uketd_dc
institution	Universiti Utara Malaysia
collection	UUM ETD
language	eng eng
advisor	Mohd Noor, Nor Azila
topic	HF5549-5549.5 Personnel Management Employment
spellingShingle	HF5549-5549.5 Personnel Management Employment Athirah, Mohd Tan The Relationship Between Service Quality and Passengers Satisfaction: A Case of Air Asia Passengers
description	This study is to determine the level of passenger’s satisfaction among Air Asia Passengers and to determine the influence of service quality on passenger’s satisfaction among Air Asia Passengers. A field survey of Air Asia passengers in University Utara Malaysia (UUM) in Kedah was conducted between administration staff, academic staff and students. A total of 60 questionnaires were distributed to Air Asia passengers in UUM through judgment sampling. Mean for passengers’ satisfaction state that passengers of Air Asia tend to be satisfied with the Air Asia services with the mean 4.64. Conversely, regression analysis indicated that ‘Assurance’ and ‘Reliability’ were factors that positive influence towards service quality on passenger’s satisfaction among Air Asia Passengers in UUM. These findings show that Air Asia should give attention on the factors of ‘Assurance’ and ‘Reliability’ in order to retain the passengers. Recommendation for future research was also put forward.
format	Thesis
qualification_name	masters
qualification_level	Master's degree
author	Athirah, Mohd Tan
author_facet	Athirah, Mohd Tan
author_sort	Athirah, Mohd Tan
title	The Relationship Between Service Quality and Passengers Satisfaction: A Case of Air Asia Passengers
title_short	The Relationship Between Service Quality and Passengers Satisfaction: A Case of Air Asia Passengers
title_full	The Relationship Between Service Quality and Passengers Satisfaction: A Case of Air Asia Passengers
title_fullStr	The Relationship Between Service Quality and Passengers Satisfaction: A Case of Air Asia Passengers
title_full_unstemmed	The Relationship Between Service Quality and Passengers Satisfaction: A Case of Air Asia Passengers
title_sort	relationship between service quality and passengers satisfaction: a case of air asia passengers
granting_institution	Universiti Utara Malaysia
granting_department	Othman Yeop Abdullah Graduate School of Business
publishDate	2011
url	https://etd.uum.edu.my/2849/1/Athirah_Mohd_Tan.pdf https://etd.uum.edu.my/2849/2/1.Athirah_Mohd_Tan.pdf
_version_	1747827444207845376
spelling	my-uum-etd.28492022-04-12T23:26:13Z The Relationship Between Service Quality and Passengers Satisfaction: A Case of Air Asia Passengers 2011-06 Athirah, Mohd Tan Mohd Noor, Nor Azila Othman Yeop Abdullah Graduate School of Business Othman Yeop Abdullah Graduate School of Business HF5549-5549.5 Personnel Management. Employment This study is to determine the level of passenger’s satisfaction among Air Asia Passengers and to determine the influence of service quality on passenger’s satisfaction among Air Asia Passengers. A field survey of Air Asia passengers in University Utara Malaysia (UUM) in Kedah was conducted between administration staff, academic staff and students. A total of 60 questionnaires were distributed to Air Asia passengers in UUM through judgment sampling. Mean for passengers’ satisfaction state that passengers of Air Asia tend to be satisfied with the Air Asia services with the mean 4.64. Conversely, regression analysis indicated that ‘Assurance’ and ‘Reliability’ were factors that positive influence towards service quality on passenger’s satisfaction among Air Asia Passengers in UUM. These findings show that Air Asia should give attention on the factors of ‘Assurance’ and ‘Reliability’ in order to retain the passengers. Recommendation for future research was also put forward. 2011-06 Thesis https://etd.uum.edu.my/2849/ https://etd.uum.edu.my/2849/1/Athirah_Mohd_Tan.pdf text eng public https://etd.uum.edu.my/2849/2/1.Athirah_Mohd_Tan.pdf text eng public masters masters Universiti Utara Malaysia Abdullah K., Manaf N.H. & Noor K. (2007). Measuring The Service Quality of Airline Service in Malaysia. IIUM Jounal of Economic and Mangement 15, no 1, 2007: 1-29. The International Islamic University Malaysia Anderson S., Pearo L.K. & Widener S.K., (2009). Linking Customer Satisfaction to the Service Concept and Customer Characteristics. Journal of Service Research 2008;10;365. 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The Relationship Between Service Quality and Passengers Satisfaction: A Case of Air Asia Passengers

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