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

Farooq, Muhammad Shoaib; Salam, Maimoona; Fayolle, Alain; Jaafar, Norizan; Ayupp, Kartinah

doi:10.1016/j.jairtraman.2017.12.008

Cited by 291 publications

(266 citation statements)

References 82 publications

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“…However, Prakoso et al, (2017) found that there is influence by together between reliability, responsiveness, assurance, empathy, and tangible to customer satisfaction. The findings are also consistent with the study conducted by Farooq, Salam, Fayolle, Jaafar, & Ayupp, (2018) who recommended airlines should focus on all dimensions of service quality to enhance the customer satisfaction. However, no similar previous studies have been conducted in the context of ETS, therefore, based on the previous studies on service quality that we prepared and investigate five hypotheses to test the customer satisfaction that include: H1: There is relationship between reliability and customer satisfaction in ETS services.…”

Section: Literature Reviewsupporting

confidence: 90%

“…Meanwhile, three variables are responsiveness, reliability and tangibles not show the relationship between service quality and customer satisfaction. All these findings are partly consistent and inconsistent with the studies conducted by different authors (Prakoso et al, 2017;Farooq et al, 2018). In this regard, this study founds the ground for the future studies to enrich our findings in the different contexts in different industries and countries.…”

Section: Discussion Of Findingssupporting

confidence: 48%

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How Service Quality Affects Customer Satisfaction: A Study of Malaysian Electric Train Service (ETS)

2020

JIBM

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Service quality played an important role and it affected to the customer satisfaction. Service quality has become a distinct and important aspect of the product and service Offerings. In this study, we investigated the effects of service quality on customer satisfaction in electric train service (ETS) industry Malaysia, focusing on the five dimensions in service quality which is tangible, responsiveness, assurance, reliability and empathy. Questionnaires were used to collect the data from ETS passengers at northern region Malaysia KTMB station. The hypotheses on the causal relationships among service quality and customer satisfaction were tested by using IBM SPSS Statistics version 23 statistical technique. The results show negative correlation between the customer satisfaction and five dimensions in service quality. This study helps ETS to know about their customer’s satisfaction and can help them improve their service quality. Future research needs to be done to investigate in details about this study. Keywords: Service Quality, Customer Satisfaction, Electric Train Service (ETS), Malaysia.

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Section: Literature Reviewsupporting

confidence: 90%

Section: Discussion Of Findingssupporting

confidence: 48%

How Service Quality Affects Customer Satisfaction: A Study of Malaysian Electric Train Service (ETS)

2020

JIBM

View full text Add to dashboard Cite

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“…This result indicates that the proposed conceptual model had adequate explanatory significance (Farooq, Salam, Fayolle, Jaafar, & Ayupp, 2018). As shown in Table 3, all Q2 values were larger than zero.…”

Section: Investigating the Structural Modelmentioning

confidence: 65%

How Social Support Motivates Trust and Purchase Intentions in Mobile Social Commerce

Liu¹,

Su²,

Du³

et al. 2019

RBGN

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Purpose-This study refers to the social support and trust theories to explore what kind of factors affect the users' intention to adopt MSC. Design/methodology/approach-A total of 207 subjects who had previously experienced or known about MSC were identified and partial least squares were performed to analyse the measurement and structural models. Findings-The results indicated that MSC purchase intentions are affected significantly by four other factors (social support, perceived usefulness, subjective norm, and trust) and trust, in turn, is affected by three factors (social support, perceived usefulness, and subjective norms). Originality/value-First, this study examines the mechanism of trust formation and actions in the MSC context. Second, this study contributes by confirming the important role of social factors in the MSC context. Third, the study expands the social support theory. Finally, our research provides empirical evidence for enterprises that have adopted MSC to support their marketing strategy and programmes.

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“…customer satisfaction has a significant effect on customer loyalty [7]. Satisfaction is one of the aspects that can contribute to the dissemination of services [8], focus on all dimensions of service quality [9], the combination of comfort and connection alone captures higher customer satisfaction [10].…”

Section: Introductionmentioning

confidence: 99%

The Effect of taxi bike Service Quality on Customer Satisfaction among Students

Idris¹,

Sari²,

Ali³

et al. 2019

Proceedings of the Proceedings of the 2nd International Conference on Advance and Scientific Innovation, ICASI 2019, 18 July, B

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The phenomenon Taxi bike is a driver who will be minimal attention to customers, less attention to the completeness of attributes for customer safety and lack of providing quality services. So from that this research was conducted with the aim to find out how the effect of taxi bike of service quality on customer satisfaction. Primary and secondary data are the selected data types. The data sources has been internal and external data. Method of collecting data is observation and questionnaire. Data analysis technique is quantitative. Based on the results of simple linear regression is the value of Y = 1,270 + 0,231 (X), it is known that the value of a = 1,270 and the value of b = 0,231. If the value of X (Service Quality) increases by 1 then the satisfaction level rises by 1.501 and if there is no variable X, then the level of satisfaction constant 1,270 and the most influential t test result is X5.1 where the value of t is the value of T count and T Table or (4,842> 1,97976) it is concluded that H₀ is treated as H1 means there be an effect between Service Quality on the first tangibles (tangible) variable (X5. 1) on Customer Satisfaction, the results of the Effect of taxi bike Service Quality determination test are obtained R2 (R Square) of 61.9 % service quality has an effect on customer satisfaction while the rest (100% -61. 9% = 38. 1%) is influenced by other factors outside the research, it can be concluded the results the Service Quality (X) variable is directly positive and significantly influential to the Customer Authority (Y) at the Taxi Bike.

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

Cited by 291 publications

References 82 publications

How Service Quality Affects Customer Satisfaction: A Study of Malaysian Electric Train Service (ETS)

How Service Quality Affects Customer Satisfaction: A Study of Malaysian Electric Train Service (ETS)

How Social Support Motivates Trust and Purchase Intentions in Mobile Social Commerce

The Effect of taxi bike Service Quality on Customer Satisfaction among Students

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