GREEN SERVICE QUALITY AND CUSTOMER SATISFACTION FOR MALAYSIA AIRLINE COMPANIES

Abstract

Purpose: The purpose of this paper is to propose a framework of airlines customer’s evaluation of green service quality toward customer’s satisfaction provided by Malaysia Airline Companies.   Design/Methodology/Approach: This paper reviews the conceptual and empirical literature to develop a model of the various aspects of the service quality – customer satisfaction relationship encompassed by the concept of ‘airline customer satisfaction’ and to assess the advantages and disadvantages of alternative methods of measurement. Six conceptual dimensions are identified: (1) Airline tangibles (2) Terminal tangibles (3) Personnel (4) Empathy (5) Image (6) Green Airport (7) Customer Satisfaction Findings: Integration of these dimensions into a conceptual framework that describes the relationships among the components and how they collectively result in green service quality and customer satisfaction. We also elucidate future research directions for management scholars   Research Limitation/Implication: The research examines the relationship between green service quality dimension and customer satisfaction in airline industry. This study focuses on the evaluation of all airline service user regarding airline service quality. The main limitation of this study is that it focusses to customer satisfaction on all Airlines Companies: thus, the result cannot be generalized.   Practical Implications: The framework proposed can be applied to future research on green service quality and customer satisfaction. This study will lead to passenger’s satisfaction and encourage the development of long-term relationships with their customers.