ProgramsView all programs
From the news
- Chancellor Amma Addresses the Parliament of World’s Religions
- Amrita Students Qualify for the European Mars Rover Challenge
Publication Type : Journal Article
Publisher : Scopus
Source : International Journal of Productivity and Quality Management, 32 (3),.383 – 411 (Scopus-Q2, IF 1.432).
Keywords : passenger confidence; safety and security; timeliness; full-service carrier; FSC; Malaysia
Campus : Coimbatore
School : School of Business
Year : 2021
Abstract : Airline companies are faced with declining passenger confidence in the air transportation system's reliability and service offerings. The purpose of this research is to understand the determinants of airline service quality that influences passenger confidence in air travel based on their perceptions of first choice full-service carriers. The conceptualised research model assesses the influence of the possible determinants of airline service quality on passenger confidence in air travel. The cross-sectional questionnaire survey was conducted in four major international airports of Malaysia. Out of 201 respondents, 70.6% Malaysian nationals have expressed high passenger confidence which is a morale boost for full-service carriers. The findings of the study show that facilities and timeliness were positively influencing the passenger confidence in air travel. Airline companies can focus on these factors to improve service quality and thereby boost passenger confidence in air travel.
Cite this Research Publication : Deepa M.V., K. Jayaraman, Vijayalakshmi, R (2021). Exemplary airline service quality is the way forward to secure passenger confidence in air travel –An Empirical study in Malaysia. International Journal of Productivity and Quality Management, 32 (3),.383 – 411 (Scopus-Q2, IF 1.432).