Service quality and customer satisfaction of a UAE-based airline: An empirical investigation |
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| Institution: | 1. The Hull University Business School, United Kingdom;2. Tanta University, Egypt;3. DHL, Germany;1. Karadeniz Technical University, Department of Advertising & Public Relations, KTU, Iletisim Fakultesi, Sogutlu, 61335 Trabzon, Turkey;2. Auburn University, Department of Aviation & Supply Chain Management, Raymond J. Harbert College of Business, Auburn, AL 36849-5266, USA;1. Faculty of Business and Finance, Universiti Tunku Abdul Rahman, Jalan Universiti, Bandar Barat, 31900 Kampar, Perak, Malaysia;2. Faculty of Business and Accountancy, University of Malaya, 50603 Lembah Pantai, Kuala Lumpur, Malaysia;3. Faculty of Business & Information Science, UCSI University, No. 1, Jalan Menara Gading, UCSI Heights (Taman Connaught), Cheras, 56000 Kuala Lumpur, Malaysia |
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| Abstract: | This paper investigates the linkages among service quality, service provider image, customer expectations, perceived value, customer satisfaction and brand loyalty in a Dubai-based airline. Initially, the determinants of service quality were identified utilizing the SERVQUAL framework with some modification. Service quality was then used as an antecedent to measure customer satisfaction, a condition which can bring about brand loyalty. In a research initiative using a quantitative approach, data from 253 questionnaires was analyzed. Using structure equation modeling, the data analysis suggests that service quality, perceived value, and brand image have a positive significant impact on customer satisfaction, which can in turn lead to brand loyalty. Theoretical and managerial implications are discussed. |
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| Keywords: | Customer satisfaction Service quality Corporate image Brand loyalty Customer value |
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