Student or educator? Sign up with your school email and get 6 months of Pro free.
CoChat
Sign Up
Cited by 406

The DOI matches its Crossref record; 85 of the 85 references it cites were found in a registry or an index.

Impact of service quality on customer satisfaction in Malaysia airlines: A PLS-SEM approach

Open access
Farooq, Muhammad Shoaib, Salam, Maimoona, Fayolle, Alain, Jaafar, Norizan, Ayupp, Kartinah·2018·Journal of Air Transport Management
DOI 10.1016/j.jairtraman.2017.12.008
Open this paper in CoChat — free account

Abstract

This study is aimed to assess the quality of service provided by Malaysia Airlines and its impact on overall customer satisfaction. This study employed a convenience sampling method for collecting data from 460 respondents using a self-administered questionnaire, designed on five dimensions of AIRQUAL scale. Moreover, variance based structural equation modelling (PLS-SEM) was used for testing the proposed structural model. Findings of this study revealed that all five dimensions of AIRQUAL scale i.e. airline tangibles; terminal tangibles; personnel services; empathy and image have a positive, direct and significant impact on customer satisfaction of Malaysia Airlines. This study investigated the impact of service quality dimensions on customer satisfaction in Malaysia Airlines. Due to limited resources and time constraints this study involves respondents from Malaysia Airlines only; for that reason a comparative analysis of findings with other airlines was not possible; therefore it is considered a limitation of this study. Moreover, importance-performance map analysis (IPMA) was also performed for exploring the importance of various dimensions of service quality. Findings indicate that airlines should focus on all dimensions of service quality, with special focus on personnel services and image for enhancing their customer satisfaction. It is expected that findings of this study will help airlines to understand the role of various dimensions of service quality for enhancing their customer satisfaction.

Overview

The claims and statistics of this paper haven’t been checked yet.

Run the check — free, no account needed. It reads the open-access text and checks the sources it cites.

A few free checks a day · papers already verified open instantly · results are public

Integrity signals

Registry

Crossref · 10.1016/j.jairtraman.2017.12.008

Cites

85 of 85 references verified0 citation errors · 0 not checkable

Statistics

Verification

Claims the paper makes

The claims and statistics of this paper haven’t been checked yet.

Run the check — free, no account needed. It reads the open-access text and checks the sources it cites.

A few free checks a day · papers already verified open instantly · results are public

Self-check

Percentages, sums and reported differences re-computed from the paper’s own numbers.

The self-check needs the paper’s full text.

Citations

Cites

Show all 85 references

Research works printed but not linked: 22

  1. Abdullah, 2011, Bank service quality (BSQ) index: an indicator of service performance, Int. J. Qual. Reliab. Manag., 28, 542, 10.1108/02656711111132571 · doi:10.1108/02656711111132571
  2. Ariffin, 2013, The relationship between airport image, national identity and passengers delight: a case study of the malaysian low cost carrier terminal (LCCT), J. Air Transp. Manag., Notes, 31, 33, 10.1016/j.jairtraman.2013.02.005 · doi:10.1016/j.jairtraman.2013.02.005
  3. Aydin, 2008, Fuzzy SERVQUAL analysis in airline services, Organizacija, 41, 108, 10.2478/v10051-008-0012-8 · doi:10.2478/v10051-008-0012-8
  4. Barclay, 1995, The partial least squares (PLS) approach to causal modeling: personal computer adoption and use as an illustration (with commentaries), Technol. Stud., 2, 285
  5. Farooq, 2016, Impact of entrepreneurial skills and family occupation on entrepreneurial intentions, Sci. Int.-Lahore, 28, 3145
  6. Farooq, 2010, Relationship of motivation and the performance of employees, Rep. Opin., 2, 75
  7. Gourdin, 1988, Bringing quality back to commercial air-travel, Transport. J., 27, 23
  8. Gudmundsson, 1998, New-entrant airlines' life-cycle analysis: growth, decline and collapse, J. Air Transport. Manag., 4, 217, 10.1016/S0969-6997(98)00013-1 · doi:10.1016/s0969-6997(98)00013-1
  9. Gudmundsson, 2002, Integrating frequent flyer programs in multilateral airline alliances, J. Air Transport. Manag, 8, 409, 10.1016/S0969-6997(02)00043-1 · doi:10.1016/s0969-6997(02)00043-1
  10. Gudmundsson, 2006, Multilateral airline alliances: balancing strategic constraints and opportunities, J. Air Transport. Manag., 12, 153, 10.1016/j.jairtraman.2005.11.007 · doi:10.1016/j.jairtraman.2005.11.007
  11. Gustafsson, 1999, Customer focused service development in practice - a case study at scandinavian airlines system (SAS), Int. J. Serv. Ind. Manag., 10, 344, 10.1108/09564239910282299 · doi:10.1108/09564239910282299
  12. Kotler, 2009, How marketers can respond to recession and turbulence, J. Cust. Behav., 8, 187, 10.1362/147539209X459804 · doi:10.1362/147539209x459804
  13. Kozak, 2003, Measuring the quality of airline services: evidence from northern Cyprus, Tourism Anal., 8, 75, 10.3727/108354203108750184 · doi:10.3727/108354203108750184
  14. Liou, 2007, A non-additive model for evaluating airline service quality, J. Air Transport. Manag., 13, 131, 10.1016/j.jairtraman.2006.12.002 · doi:10.1016/j.jairtraman.2006.12.002
  15. Ong, 2010, A note on the determinants of airline choice: the case of air Asia and Malaysia airlines, J. Air Transport. Manag., 16, 209, 10.1016/j.jairtraman.2009.06.001 · doi:10.1016/j.jairtraman.2009.06.001
  16. Park, 2007, Passenger perceptions of service quality: Korean and australian case studies, J. Air Transport. Manag., 13, 238, 10.1016/j.jairtraman.2007.04.002 · doi:10.1016/j.jairtraman.2007.04.002
  17. Park, 2005, Investigating the effects of service quality on airline image and behavioural intentions: findings from australian international air passengers, J. Tourism Stud., 16, 2
  18. Shin, 2001, Measuring customers' overall satisfaction, Serv. Market. Q., 22, 3, 10.1300/J396v22n01_02 · doi:10.1300/j396v22n01_02
  19. Smith, 2014, Seafloor in the Malaysia airlines flight MH370 search area, Eos Trans. Am. Geophys. Union, 95, 173, 10.1002/2014EO210001 · doi:10.1002/2014eo210001
  20. Tiernan, 2008, Airline service quality: exploratory analysis of consumer perceptions and operational performance in the USA and EU, Manag. Serv. Qual. Int. J., 18, 212, 10.1108/09604520810871847 · doi:10.1108/09604520810871847
  21. Truitt, 1994, Evaluating service quality and productivity in the regional airline industry, Transport. J., 33, 21
  22. Zaid, 1995, Measuring and monitoring service quality at Malaysia airlines, Manag. Serv. Qual. Int. J., 5, 25, 10.1108/09604529510083558 · doi:10.1108/09604529510083558

Cited by

See all 406

Metadata

Authors
Farooq, M. S., Salam, M., Fayolle, A., Jaafar, N., & Ayupp, K.
Venue
Journal of Air Transport Management
Publisher
Elsevier BV
Published
2018-03
Volume
67
Pages
169-180
ISSN
0969-6997 (ISSN-L)
DOI
10.1016/j.jairtraman.2017.12.008
OpenAlex
W2782438257
Cited by
406
References
85
FWCI
63.40
Type
journal article
Language
en
Open access
hybrid
Licence
www.elsevier.com/tdm/userlicense/1.0/ (tdm)

About these checks

Registry, retraction, Cites and statistics results are computed, not judged, with one exception: a printed reference that no index lists is read once by a model before it counts as a citation error. Claims are extracted by a model and kept only when their quote appears verbatim in the text; each cited source is then checked, with a model’s help, for whether it says what the claim relies on. Those verdicts can be wrong — read the claim’s quote and the cited source before relying on one.

Statistics and arithmetic are recomputed, not judged.

Confidence bands are shown only for fields calibrated on our annotated test set. None is calibrated yet, so no band is shown.

What counts as a claim ›How we measure confidence ›How we check this ›

Are you an author, or do you see a problem with this page? Request a review

How to cite

Cite CoChat for the checks on this page, and the paper for its own findings.

This page
CoChat. (2026). Citation check: Impact of service quality on customer satisfaction in Malaysia airlines: A PLS-SEM approach. https://app.cochat.ai/papers/10.1016/j.jairtraman.2017.12.008
The paper
Farooq, M. S., Salam, M., Fayolle, A., Jaafar, N., & Ayupp, K. (2018). Impact of service quality on customer satisfaction in Malaysia airlines: A PLS-SEM approach. Journal of Air Transport Management. https://doi.org/10.1016/j.jairtraman.2017.12.008

Data sources

Bibliographic data: Semantic Scholar, OpenAlex, Crossref.

Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).

Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.