Affiliation:
1. Department of Industrial Engineering, King Khalid University, Abha 64231, Saudi Arabia
Abstract
Monitoring customer satisfaction in the airline service industry is critical for improving service quality and meeting consumer expectations. Modern and comprehensive quality of service measurement tools offer firms critical information about how consumers perceive quality and their service quality expectations. It is vital to assess service quality in airline transportation, which is becoming more popular in comparison to other modes of transportation, resulting in increased competition. Businesses should know their clients well and make adjustments by properly analyzing their expectations if they want to compete in the market and enhance the quality of their services. As a consequence of this, we decided to utilize a model called the analytical hierarchy process (AHP) in order to determine how passengers in Saudi Arabia evaluate the level of service that is offered by airlines. Using the analytic hierarchy process (AHP) approach to model the five SERVQUAL dimensions and 22 sub-criteria, the purpose of the study effort was to determine the criteria for improving airline services. For the purpose of the study, the service from three different airlines was chosen and assessed based on their overall quality performance. Systematically, the AHP-based approach is presented for rating the airlines according to the Saudi aviation services. According to the observations, airlines should focus more on reliability, assurance, responsiveness, and empathy and less on tangibles. The sub-criteria also state that the airlines’ top aim should be to deliver accurate services on the first try. According to the AHP analysis, Saudi Airlines ranked first, followed by flynas and then flydeal. The findings of this study have consequences for decisions about the effective monitoring of the total airline system in order to enhance the delivery of high-quality services that would increase customers’ pleasure, which is the aim of airline services.
Funder
King Khalid University of Saudi Arabia
Subject
Management, Monitoring, Policy and Law,Renewable Energy, Sustainability and the Environment,Geography, Planning and Development,Building and Construction
Reference66 articles.
1. Perceived service quality for South Korean domestic airlines;Kim;Total Qual. Manag. Bus. Excell.,2011
2. Effects of in-flight ambience and space/function on air travelers’ decision to select a low-cost airline;Han;Tour. Manag.,2013
3. SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality;Parasuraman;J. Retail.,1988
4. Refinement and reassessment of the SERVQUAL scale;Parasuraman;J. Retail.,2002
5. Competitive effects on technology diffusion;Robertson;J. Mark.,1986
Cited by
4 articles.
订阅此论文施引文献
订阅此论文施引文献,注册后可以免费订阅5篇论文的施引文献,订阅后可以查看论文全部施引文献