A structural equation modelling approach to validate the dimensions of SERVPERF in airline industry of Malaysia
perspectives of Malaysian passengers by replicating the factors used in an earlier study by Cronin and Taylor and to address the implication of culture on their choice. Design/methodology/approach – The selection criteria examined in this study were the items included in the SERVPERF measuremen...
| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
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Society For Science And Nature (SFSN)
2012
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| Subjects: | |
| Online Access: | http://irep.iium.edu.my/26697/1/2012-_Dimensions_of_SERVPERF_in_airline_industry.pdf |
| _version_ | 1825646905399443456 |
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| author | Abdullah, Kalthom Jan, Muhammad Tahir Abd. Manaf, Noor Hazilah |
| author_facet | Abdullah, Kalthom Jan, Muhammad Tahir Abd. Manaf, Noor Hazilah |
| author_sort | Abdullah, Kalthom |
| collection | IIUM |
| description | perspectives of Malaysian passengers by replicating the factors used in an earlier study by Cronin and Taylor and to address the implication of culture on their choice.
Design/methodology/approach – The selection criteria examined in this study were the items included in the SERVPERF measurement and the relative importance of the dimensions of reliability, assurance, tangibility, empathy and responsiveness were examined along with other preferences. Apparently, data was collected through convenience sampling from 500 passengers departing from Kuala Lumpur International Airport.
Findings – The results confirmed that the model of performance criteria is multi-dimensional; tangibles, reliability, responsiveness, assurance, and empathy. We also found significant positive interrelationships among the constructs of the proposed framework. In this study, five-common factor measurement model was found to be valid and reliable to be used in determining performance of the airline providers. Out of these five factors, three factors (tangibility, reliability, assurance) resulted in strong significance.
Originality/value – This paper attempted to validate a model based on the perception of Malaysian passengers pertaining to the performance of the airline services which will give an insight towards better understanding their attitudes. Further, it will also help the airline industries in designing marketing strategies according to their consumers’ preferences in a different cultural background. Finally, the use of SEM in validating the model is also a valuable contribution.
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| first_indexed | 2024-03-05T23:09:35Z |
| format | Article |
| id | oai:generic.eprints.org:26697 |
| institution | International Islamic University Malaysia |
| language | English |
| last_indexed | 2024-03-13T19:01:09Z |
| publishDate | 2012 |
| publisher | Society For Science And Nature (SFSN) |
| record_format | dspace |
| spelling | oai:generic.eprints.org:266972012-11-20T06:36:10Z http://irep.iium.edu.my/26697/ A structural equation modelling approach to validate the dimensions of SERVPERF in airline industry of Malaysia Abdullah, Kalthom Jan, Muhammad Tahir Abd. Manaf, Noor Hazilah HF Commerce perspectives of Malaysian passengers by replicating the factors used in an earlier study by Cronin and Taylor and to address the implication of culture on their choice. Design/methodology/approach – The selection criteria examined in this study were the items included in the SERVPERF measurement and the relative importance of the dimensions of reliability, assurance, tangibility, empathy and responsiveness were examined along with other preferences. Apparently, data was collected through convenience sampling from 500 passengers departing from Kuala Lumpur International Airport. Findings – The results confirmed that the model of performance criteria is multi-dimensional; tangibles, reliability, responsiveness, assurance, and empathy. We also found significant positive interrelationships among the constructs of the proposed framework. In this study, five-common factor measurement model was found to be valid and reliable to be used in determining performance of the airline providers. Out of these five factors, three factors (tangibility, reliability, assurance) resulted in strong significance. Originality/value – This paper attempted to validate a model based on the perception of Malaysian passengers pertaining to the performance of the airline services which will give an insight towards better understanding their attitudes. Further, it will also help the airline industries in designing marketing strategies according to their consumers’ preferences in a different cultural background. Finally, the use of SEM in validating the model is also a valuable contribution. Society For Science And Nature (SFSN) 2012 Article PeerReviewed application/pdf en http://irep.iium.edu.my/26697/1/2012-_Dimensions_of_SERVPERF_in_airline_industry.pdf Abdullah, Kalthom and Jan, Muhammad Tahir and Abd. Manaf, Noor Hazilah (2012) A structural equation modelling approach to validate the dimensions of SERVPERF in airline industry of Malaysia. International Journal of Engineering And Management Sciences, 3 (2). pp. 134-141. ISSN 2229-6441 (O), 0973-3140 (P) http://www.scienceandnature.org/IJEMS-Vol3(2)-Apr2012/IJEMS_V3(2)9.pdf |
| spellingShingle | HF Commerce Abdullah, Kalthom Jan, Muhammad Tahir Abd. Manaf, Noor Hazilah A structural equation modelling approach to validate the dimensions of SERVPERF in airline industry of Malaysia |
| title | A structural equation modelling approach to validate the dimensions of SERVPERF in airline industry of Malaysia |
| title_full | A structural equation modelling approach to validate the dimensions of SERVPERF in airline industry of Malaysia |
| title_fullStr | A structural equation modelling approach to validate the dimensions of SERVPERF in airline industry of Malaysia |
| title_full_unstemmed | A structural equation modelling approach to validate the dimensions of SERVPERF in airline industry of Malaysia |
| title_short | A structural equation modelling approach to validate the dimensions of SERVPERF in airline industry of Malaysia |
| title_sort | structural equation modelling approach to validate the dimensions of servperf in airline industry of malaysia |
| topic | HF Commerce |
| url | http://irep.iium.edu.my/26697/1/2012-_Dimensions_of_SERVPERF_in_airline_industry.pdf |
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