UUM Repository | Universiti Utara Malaysian Institutional Repository
FAQs | Feedback | Search Tips | Sitemap

Reality and new dilemmas of service quality (passenger handling) in airlines industry: The case of Air Asia

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

[img] PDF
Restricted to Registered users only

Download (236kB)


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.

Item Type: Book Section
Uncontrolled Keywords: Service quality, airlines industry, passenger handling, Air Asia, SERVQUAL
Subjects: H Social Sciences > HE Transportation and Communications
Divisions: College of Law, Government and International Studies
Depositing User: Mr. Abd. Rahim Romle
Date Deposited: 10 Sep 2012 09:53
Last Modified: 10 Sep 2012 09:53
URI: http://repo.uum.edu.my/id/eprint/5929

Actions (login required)

View Item View Item