Customer and Employee Service Quality Management in the Airline Industry

Fierce competition has raised standards leading customers to expect higher standards of service, and customers are Ideal for appraising how well employees have provided quality service because they interact directly with the employees. Quality of service in the airline also depends greatly on the...

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Main Author:	Petchi, Cessie Sylvia
Format:	Thesis
Language:	English English
Published:	2003
Subjects:	Airlines - Customer services - Malaysia
Online Access:	http://psasir.upm.edu.my/id/eprint/8172/1/GSM_2003_2_%28A%29.pdf
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id	my-upm-ir.8172
record_format	uketd_dc
spelling	my-upm-ir.81722023-12-14T06:37:41Z Customer and Employee Service Quality Management in the Airline Industry 2003-12 Petchi, Cessie Sylvia Fierce competition has raised standards leading customers to expect higher standards of service, and customers are Ideal for appraising how well employees have provided quality service because they interact directly with the employees. Quality of service in the airline also depends greatly on the quality of the employees, as dissatisfied employees would not perform a service at the required level, and this would affect the service delivery This study examined the customers' perceptions and expectations of service quality, and the service-performance gap that measures the employees' Job satisfaction in Singapore Airlines (SIA) and Malaysia Airlines (MAS), to reveal the status of the level of service quality as perceived by their customers (customers' Satisfaction) as well as the level of employees job satisfaction in each company The SERVQUAL questionnaire comprising of five major service quality dimensions (tangibility, reliability, responsiveness, assurance,and empathy) was used to measure the customers' perceptions of service quality, and a total or 200 customers from each airline company were approached. The employees' perceptions of job satisfaction were measured through a service quality questionnaire developed by Parasuraman et al., (1998), that addresses the seven key contributing factors (teamwork, employee job-fit, technology job-fit, perceived control, supervisory control systems, role conflict, and role ambiguity) that affects the job performance. The total population of the employees of SIA (60 employees), and 83 employees from MAS answered the job satisfaction questionnaires. Airlines - Customer services - Malaysia Airplanes, Company - Customer services - Malaysia 2003-12 Thesis http://psasir.upm.edu.my/id/eprint/8172/ http://psasir.upm.edu.my/id/eprint/8172/1/GSM_2003_2_%28A%29.pdf text en public masters Universiti Putra Malaysia Airlines - Customer services - Malaysia Airplanes, Company - Customer services - Malaysia Graduate School of Management Che Rose, Raduan English
institution	Universiti Putra Malaysia
collection	PSAS Institutional Repository
language	English English
advisor	Che Rose, Raduan
topic	Airlines - Customer services - Malaysia Airlines - Customer services - Malaysia
spellingShingle	Airlines - Customer services - Malaysia Airlines - Customer services - Malaysia Petchi, Cessie Sylvia Customer and Employee Service Quality Management in the Airline Industry
description	Fierce competition has raised standards leading customers to expect higher standards of service, and customers are Ideal for appraising how well employees have provided quality service because they interact directly with the employees. Quality of service in the airline also depends greatly on the quality of the employees, as dissatisfied employees would not perform a service at the required level, and this would affect the service delivery This study examined the customers' perceptions and expectations of service quality, and the service-performance gap that measures the employees' Job satisfaction in Singapore Airlines (SIA) and Malaysia Airlines (MAS), to reveal the status of the level of service quality as perceived by their customers (customers' Satisfaction) as well as the level of employees job satisfaction in each company The SERVQUAL questionnaire comprising of five major service quality dimensions (tangibility, reliability, responsiveness, assurance,and empathy) was used to measure the customers' perceptions of service quality, and a total or 200 customers from each airline company were approached. The employees' perceptions of job satisfaction were measured through a service quality questionnaire developed by Parasuraman et al., (1998), that addresses the seven key contributing factors (teamwork, employee job-fit, technology job-fit, perceived control, supervisory control systems, role conflict, and role ambiguity) that affects the job performance. The total population of the employees of SIA (60 employees), and 83 employees from MAS answered the job satisfaction questionnaires.
format	Thesis
qualification_level	Master's degree
author	Petchi, Cessie Sylvia
author_facet	Petchi, Cessie Sylvia
author_sort	Petchi, Cessie Sylvia
title	Customer and Employee Service Quality Management in the Airline Industry
title_short	Customer and Employee Service Quality Management in the Airline Industry
title_full	Customer and Employee Service Quality Management in the Airline Industry
title_fullStr	Customer and Employee Service Quality Management in the Airline Industry
title_full_unstemmed	Customer and Employee Service Quality Management in the Airline Industry
title_sort	customer and employee service quality management in the airline industry
granting_institution	Universiti Putra Malaysia
granting_department	Graduate School of Management
publishDate	2003
url	http://psasir.upm.edu.my/id/eprint/8172/1/GSM_2003_2_%28A%29.pdf
_version_	1794018723906977792

Customer and Employee Service Quality Management in the Airline Industry

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