Usman, Umar (2013) Total service quality management and the service industry: Evidence from international airlines. In: Conference on Business Management Research 2013, December 11, 2013, EDC, Universiti Utara Malaysia, Sintok.

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Abstract

Today the airline industry is one of the fastest and largest growing industries in the world because of its importance in facilitating national and international relation among st countries, Tangibles, Reliability, Competence, Responsiveness, and Empathy are the core characteristics of service industry.In line with the international standard parameters the study which to recommend to the airline industry to enhance the level of customer satisfaction, customer royalty and customer retention in the industry by providing safety of their life and property, restore full confidence on their quality of service delivery and delight their existing customers in order to attract potential customers.

Item Type:	Conference or Workshop Item (Paper)
Additional Information:	Organized by: School of Business Management, College of Business, Universiti Utara Malaysia.
Uncontrolled Keywords:	Service quality; Customer satisfaction; customer loyalty; customer retention.
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions:	School of Business Management
Depositing User:	Mrs. Norazmilah Yaakub
Date Deposited:	06 Dec 2015 04:54
Last Modified:	19 Apr 2016 03:31
URI:	https://repo.uum.edu.my/id/eprint/16314

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