SERVICE QUALITY: GAP IN AIR TRANSPORTATION

Abstract

This study aims to obtain a better understanding of the extent to which service quality is delivered within the airline's industry drawing from the passengers’ adequate level, desired or expectations levels of service to service performance. A survey of 200 Omani passengers was collect and a test of the common bias method is conducted and demonstrated evenly distributed bias among the study variables. All the 22 items were analysed for its dimensionality using confirmatory factor analysis (CFA) resulted in a just identified model of service quality dimensions. The results from a paired-sample test indicate that the scores of the individual dimensions of service quality vary significantly according to before and after the service among the Omani passengers. It is interesting to note that there were large effects, with a substantial difference in the tangible and reliability scores, while there were moderate effects of empathy, assurance, and responsiveness scores obtained on the levels of service. However, this study is delimited to the result of only two cities in a country. An assessment of continuous performance using a larger sample should be conducted for future study.