Title: Exemplary airline service quality is the way forward to secure passenger confidence in air travel - an empirical study in Malaysia

Authors: M.V. Deepa; K. Jayaraman; Seethal Keloth

Addresses: Graduate School of Business (GSB), University Sains Malaysia (USM), Penang, Malaysia ' Graduate School of Management, Faculty of Business and Law, Taylor's University, Selangor, Malaysia ' Department of Commerce, Alagappa University, Karaikudi-630003, Tamil Nadu, India

Abstract: Airline companies are faced with declining passenger confidence in the air transportation system's reliability and service offerings. The purpose of this research is to understand the determinants of airline service quality that influences passenger confidence in air travel based on their perceptions of first choice full-service carriers. The conceptualised research model assesses the influence of the possible determinants of airline service quality on passenger confidence in air travel. The cross-sectional questionnaire survey was conducted in four major international airports of Malaysia. Out of 201 respondents, 70.6% Malaysian nationals have expressed high passenger confidence which is a morale boost for full-service carriers. The findings of the study show that facilities and timeliness were positively influencing the passenger confidence in air travel. Airline companies can focus on these factors to improve service quality and thereby boost passenger confidence in air travel.

Keywords: passenger confidence; safety and security; timeliness; full-service carrier; FSC; Malaysia.

DOI: 10.1504/IJPQM.2021.113625

International Journal of Productivity and Quality Management, 2021 Vol.32 No.3, pp.383 - 411

Received: 13 Nov 2018
Accepted: 14 Sep 2019
Published online: 15 Mar 2021 *

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