Reality and new dilemmas of service quality (passenger handling) in airlines industry: The case of Air Asia
Airline services are known to be the most elaborate in terms of service.There are many breakdowns of services in airlines industry.They can be divided into four main areas; these are passenger services, baggage or cargo services, engineering services and catering services.In Malaysia, the airlines i...
| Main Authors: | , , |
|---|---|
| Other Authors: | |
| Format: | Book Section |
| Language: | English |
| Published: |
Universiti Utara Malaysia Press
2007
|
| Subjects: | |
| Online Access: | https://repo.uum.edu.my/id/eprint/5929/1/A.R.R.pdf |
| _version_ | 1803625122396897280 |
|---|---|
| author | Romle, Abd Rahim Zainol, Asif Zamri Said, Ilias |
| author2 | Kasim, Azilah |
| author_facet | Kasim, Azilah Romle, Abd Rahim Zainol, Asif Zamri Said, Ilias |
| author_sort | Romle, Abd Rahim |
| collection | UUM |
| description | Airline services are known to be the most elaborate in terms of service.There are many breakdowns of services in airlines industry.They can be divided into four main areas; these are passenger services, baggage or cargo services, engineering services and catering services.In Malaysia, the airlines industry was monopolized by the Malaysian Airlines until 2001, when Air Asia decided to introduce no-frills discounted airfares.However, with the introduction of cheap frills discounted airline through Air Asia, the need of service quality itself is being questioned.Are the passengers more receptive towards price rather than service quality when it comes to flying domestically? The purpose of this survey is to explore the passengers' views on service quality provided by Air Asia that they had experienced.Chang and Yeh's (2002) modified model of SERVQUAL was used in this study while integrating Parasuraman et al. (1985) original five-point Likert scale. The study was conducted in the departure hall of Langkawi International Airport.The respondents consisting of 88 passengers who have had experience with this airline
and were selected based on convenience sampling.Descriptive analysis and mean comparison are used to analyze the data. There were two main findings in this exploration.First, Air Asia does not meet the service quality standard expected by
the passengers.Secondly, majority of the respondents participating in this study, choose price over service quality. |
| first_indexed | 2024-07-04T05:29:15Z |
| format | Book Section |
| id | uum-5929 |
| institution | Universiti Utara Malaysia |
| language | English |
| last_indexed | 2024-07-04T05:29:15Z |
| publishDate | 2007 |
| publisher | Universiti Utara Malaysia Press |
| record_format | dspace |
| spelling | uum-59292012-09-10T09:53:37Z https://repo.uum.edu.my/id/eprint/5929/ Reality and new dilemmas of service quality (passenger handling) in airlines industry: The case of Air Asia Romle, Abd Rahim Zainol, Asif Zamri Said, Ilias HE Transportation and Communications Airline services are known to be the most elaborate in terms of service.There are many breakdowns of services in airlines industry.They can be divided into four main areas; these are passenger services, baggage or cargo services, engineering services and catering services.In Malaysia, the airlines industry was monopolized by the Malaysian Airlines until 2001, when Air Asia decided to introduce no-frills discounted airfares.However, with the introduction of cheap frills discounted airline through Air Asia, the need of service quality itself is being questioned.Are the passengers more receptive towards price rather than service quality when it comes to flying domestically? The purpose of this survey is to explore the passengers' views on service quality provided by Air Asia that they had experienced.Chang and Yeh's (2002) modified model of SERVQUAL was used in this study while integrating Parasuraman et al. (1985) original five-point Likert scale. The study was conducted in the departure hall of Langkawi International Airport.The respondents consisting of 88 passengers who have had experience with this airline and were selected based on convenience sampling.Descriptive analysis and mean comparison are used to analyze the data. There were two main findings in this exploration.First, Air Asia does not meet the service quality standard expected by the passengers.Secondly, majority of the respondents participating in this study, choose price over service quality. Universiti Utara Malaysia Press Kasim, Azilah Tahir, Shaharuddin 2007 Book Section PeerReviewed application/pdf en https://repo.uum.edu.my/id/eprint/5929/1/A.R.R.pdf Romle, Abd Rahim and Zainol, Asif Zamri and Said, Ilias (2007) Reality and new dilemmas of service quality (passenger handling) in airlines industry: The case of Air Asia. In: Readings on tourism and hospitality. Universiti Utara Malaysia Press, Sintok, pp. 175-186. ISBN 9789833827152 http://lintas.uum.edu.my:8080/elmu/index.jsp?module=webopac-l&action=fullDisplayRetriever.jsp&szMaterialNo=0000758109 |
| spellingShingle | HE Transportation and Communications Romle, Abd Rahim Zainol, Asif Zamri Said, Ilias Reality and new dilemmas of service quality (passenger handling) in airlines industry: The case of Air Asia |
| title | Reality and new dilemmas of service quality (passenger handling) in airlines industry: The case of Air Asia |
| title_full | Reality and new dilemmas of service quality (passenger handling) in airlines industry: The case of Air Asia |
| title_fullStr | Reality and new dilemmas of service quality (passenger handling) in airlines industry: The case of Air Asia |
| title_full_unstemmed | Reality and new dilemmas of service quality (passenger handling) in airlines industry: The case of Air Asia |
| title_short | Reality and new dilemmas of service quality (passenger handling) in airlines industry: The case of Air Asia |
| title_sort | reality and new dilemmas of service quality passenger handling in airlines industry the case of air asia |
| topic | HE Transportation and Communications |
| url | https://repo.uum.edu.my/id/eprint/5929/1/A.R.R.pdf |
| work_keys_str_mv | AT romleabdrahim realityandnewdilemmasofservicequalitypassengerhandlinginairlinesindustrythecaseofairasia AT zainolasifzamri realityandnewdilemmasofservicequalitypassengerhandlinginairlinesindustrythecaseofairasia AT saidilias realityandnewdilemmasofservicequalitypassengerhandlinginairlinesindustrythecaseofairasia |