Review paper
Service quality and customer satisfaction of a UAE-based airline: An empirical investigation
Abstract
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 customer satisfaction, a condition which can bring about brand loyalty. In a...
Paper Details
Title
Service quality and customer satisfaction of a UAE-based airline: An empirical investigation
Published Date
Jan 1, 2015
Volume
42
Pages
167 - 175
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