Hussain, Rahim; Al Nasser, Amjad; Hussain, Yomna K. - In: Journal of Air Transport Management 42 (2015) C, pp. 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 …