Abdullah, Kalthom; Manaf, Noor Hazilah Abd.; Noor, … - In: IIUM Journal of Economics and Management 15 (2007) 1, pp. 1-30
The perception of Malaysian consumers of the quality of airline services was examined in this study using the SERVQUAL measurement. The results of the study indicate that the most significant factors in Malaysian customers’ perception of service quality are Empathy, Tangibles and Assurance. In...
