Service quality and customer satisfaction of a UAE-based airline: An empirical investigation
Amjad Al Nasser and
Yomna K. Hussain
Authors registered in the RePEc Author Service: Amjad D. Al-Nasser ()
Journal of Air Transport Management, 2015, vol. 42, issue C, 167-175
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.
Keywords: Customer satisfaction; Service quality; Corporate image; Brand loyalty; Customer value (search for similar items in EconPapers)
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Persistent link: https://EconPapers.repec.org/RePEc:eee:jaitra:v:42:y:2015:i:c:p:167-175
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