An Assessment of the Passengers’ Satisfaction from Service Quality of Onboard Employees of Saudi Airlines – An Empirical Study
DOI:
https://doi.org/10.14738/abr.41.1830Abstract
Purpose: The main objective of the study was to find out the effectiveness of the Saudia crewmembers in delivering services to the passengers.
Methodology: This is quantitative study based on primary data collected from the passengers of Saudi Airlines. A close-ended structured questionnaire had been distributed randomly. The questionnaire was developed in English and translated into Arabic for high response among the passengers who ever travelled by Saudi Airlines. The researcher used Convenience sampling technique to identify the respondents who came from across the country for counseling classes at college of business and writing their final exams. The study sample size was 400 respondents.
Findings: The results show that the passengers of the Saudi airlines were only somewhat satisfied not satisfied or highly satisfied. The satisfaction for business class passengers were much less in comparison to economy class passengers, the AlFursan loyalty program members were also comparatively less satisfied than the members, and old passengers satisfaction level was less than the new passengers.
Managerial Implications: The onboard employees’ service quality need to be enhanced in general and specially in the business class to improve the passengers’ satisfaction to retain them with Saudi Airlines.
Paper Type: Research PaperReferences
Bitner, M.J., (1995). Building service relationships: It’s all about promises, Journal of the Academy of Marketing Science, 23, 246<251.
Brown K.A., and Mitchell T.R. (1993). Organizational obstacles: links with financial performance, customer satisfaction, and job satisfaction in a service environment, Hum Relat, 46 (3): 725 – 727.
Brown, S., Cowles, D. and Tuten, D. (1996). Service Recovery: Its value as a retail strategy, International Journal of Service Industry Management, 7 (5), 32 – 46.
Chase, Richard B. (1978). Where Does the Customer Fit in a Service Operation? Harvard Business Review, 56(6), 137<43.
Cronin JJ, Taylor S.A., (1992). Measuring service quality: a reexamination and extension, Journal Marketing 56(3), 55<68.
Crosby, L.A., & Stephens, N. (1987). Effects of Relationship marketing on satisfaction, retention and prices in the life insurance industry, Journal of Marketing Research, 24, 404<411.
Dabholkar PA, Thorpe DI, and Rentz JO (1996). A measure of service quality for retail stores: scale development and validation, J. Acad Mark Sci, 24(1): 3<16.
Gallow L, and Ho S. (1996). The model of service quality for training, Training for Quality, 4(1): 20<26.
Gwinner, K., Gremler, D. and Bitner, M. (1998). Relational benefits in services industries: The customers’ perspective, Journal of the Academy of Marketing science 26(2), 101<114.
Hanna, V., Backhouse, C. and Burns, N. (2004). Linking employee behaviour to external customer satisfaction using quality function deployment, Journal of Engineering Manufacturing, 218, 1167<1177.
Hart CWL, Heskette JL, and Sasser WE, Jr (1990). The profitable art of service recovery. Harvard Business Review, 68(4): 148<156.
Jones, P. and Dent, M. (1994). Improving service: managing response time in hospitality operations, International Journal of Operations and Production Management, 14(5), 52<59.
Juwaheer, T.D. (2004) Exploring International Tourists Perceptions of Hotel Operations by using a modified SERVQUAL approach – A case study of Mauritius, Managing Service Quality, 59(2), 71<82.
Karmarkar, Uday S. (1996). Integrative Research in Marketing and Operations Management, Journal of Marketing Research, 18, 125<33.
Kattara H.S., Weheba D. and El
King, C. (2004). Do It Yourself business plan work
Kong, M. and Jogaratnam, G. (2007). The influence of culture on perceptions of service employee behaviour, Managing Service Quality, 17(3) 275<297.
Lemmink, J., and Mattsson, J. (1998). Warmth during non
Paulin, M., Ferguson, R.J., & Payaud, M. (2000). Business effectiveness and professional service personnel relational or transactional managers? European Journal of Marketing, 34, 453<471.
Pine, B. Joseph (1993). Mass Customization: The New Frontier in Business Competition, Boston: Harvard Business School.
Singh, J., (1991). Understanding the structure of consumers’ satisfaction evaluations of service delivery, Journal of the academy of Marketing Science, 19(3), 223<244.
Swanson S.R. and Kelly S.W. (2001). Service recovery attributions and word of mouth intentions, European Journal of Marketing, 35(1/2): 195<211.
Tahir IM and Abubakr NM (2007). Business students’ beliefs in learning mathematics, Journal Kemanusiaan, Universiti Teknologi Malaysia.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2016 Archives of Business Research
This work is licensed under a Creative Commons Attribution 4.0 International License.
