The impact of services quality airqual modeltowards malaysia airlines customer satisfaction

This paper aims to address how passengers’ satisfaction can be measured in relation to quality services provided by airlines using AIRQUAL methodology. A quantitative study was conducted to identify airline tangibles, Terminal tangible and personnel service among the airlines passengers the company improves to service quality of the airlines. 384 respondents were administered by the researcher through convenience sampling to air passengers using Malaysia Airlines. The findings of this research will help Malaysia Airlines to redefine their marketing strategy to one that is passengers-focused and emphasizes on airline service quality.