Inflight Service Quality of Malaysia Airlines: Validation Using SEM and AMOS

Ibrahim Rose, Zainudin Awang and Shukri Yazid

International Journal of Academic Research in Business and Social Sciences, 2017, vol. 7, issue 10, 478-497

Abstract: This study analysed Malaysia Airlines’ inflight service quality (IFSQUAL) from the perception of passenger satisfaction because it was important to know passenger’s quality perception regarding the airline’s quality improvement. A total of 2,000 complete questionnaires were successfully compiled to build a sampling frame, and a total of 282 questionnaires were selected using a simple random sampling technique, which was one of the probability sampling methods. The data were analysed using the IBM-SPSS Amos 23.0 software. The latent construct measurement model had been validated through the Confirmatory Factor Analysis (CFA) procedure, and developed 30-item scale based on 4 distinct dimensions: Personal Attributes, Flight Safety, Inflight Service, and Passenger Satisfaction. The finding of Structural Equation Modelling (SEM) showed that approximately 93% of the variance in Passenger Satisfaction was accounted for with the predictors (R2=0.930). The direct and indirect (mediation) hypothesis testing had been verified with bootstrapping with 1000 samples, and 95% confidence level. Results revealed; five hypotheses were significant on the direct effect, and two mediation effects were not significant. We were able to identify the gap of this study; inflight service quality was not a ‘quick-fix’, and thus had to be approached from a long-term perspective.

Keywords: Airline; Inflight Services Quality; Passenger Satisfaction; SEM; AMOS (search for similar items in EconPapers)
Date: 2017
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Persistent link: https://EconPapers.repec.org/RePEc:hur:ijarbs:v:7:y:2017:i:10:p:478-497

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