The Effect of Service Quality toward Customer Satisfaction among Malaysian Airline Passenger

Abstract

The evolution of airline industry recently has change the pace path of its development. Where, previously airline transportation was mean for whom acquire the high status and plenty of monetary value. However, this landscape now has evolved towards everyone could fly using an airline transportation. This situation evolves since the birth of low cost airline that give an ample room to middle level citizen to use it. Despite of those thing, there are a perception among the customer that low cost airline does not provide an enough service quality that lead to customer satisfaction compare to full cost airline. Therefore, this paper attempt to bring the current accessibility of the proportion of customer satisfaction from the service quality perspective at low cost and full cost airline. Structure interview by questionnaire was used to acquire data about 384 respondents among passengers. The tangible features of the service quality found to have significant value at low cost and full cost airline industry. Hence from this finding it would give a profound service quality value that should be focus by both airline industries for better service quality enhancement.