Quality Seekers as Moderating Effects between Service Quality and Customer Satisfaction in Airline Industry
<p>The following research paper examines the impact that quality seeker have on the quality of services offered by an airline. Service quality has been determined to influence customer satisfaction. This study therefore looks into the role of quality seekers in influencing quality of services...
Main Authors: | , , , |
---|---|
Format: | Article |
Language: | English |
Published: |
EconJournals
2019-07-01
|
Series: | International Review of Management and Marketing |
Online Access: | https://www.econjournals.com/index.php/irmm/article/view/8144 |
id |
doaj-7125c5c8e5944f5194dddd0e832e8301 |
---|---|
record_format |
Article |
spelling |
doaj-7125c5c8e5944f5194dddd0e832e83012020-11-25T03:44:37ZengEconJournalsInternational Review of Management and Marketing 2146-44052019-07-019474794025Quality Seekers as Moderating Effects between Service Quality and Customer Satisfaction in Airline IndustryHarith Yas Khudhair0Ahmad JusohAbbas MardaniKhalil Md. NorUniversiti Teknologi Malaysia (UTM)<p>The following research paper examines the impact that quality seeker have on the quality of services offered by an airline. Service quality has been determined to influence customer satisfaction. This study therefore looks into the role of quality seekers in influencing quality of services and customer satisfaction. The study was based on a scoping review of the existent literature. Scholarly articles provide convincing arguments for the relationship between quality of services and customer satisfaction. However, customer satisfaction varies from one customer to another. There is a gap in the research regarding different categories of customers and how they moderate the relationship between service quality and customer satisfaction. Quality seekers are a category of customers who are not influenced by prices. Rather, their focus is on the quality of services and products offered. They seek out information on all available options but choose the one which best meets their expectations in terms of quality. This paper analyses the influence of quality seekers on the level of quality of services offered, and the resultant effect on customer satisfaction.</p><p><strong>Keywords: </strong>Service Quality; Customer satisfaction; Quality seekers; Airline.</p><p><strong>JEL Classifications</strong>: L15, M1</p><p>DOI: <a href="https://doi.org/10.32479/irmm.8144">https://doi.org/10.32479/irmm.8144</a></p>https://www.econjournals.com/index.php/irmm/article/view/8144 |
collection |
DOAJ |
language |
English |
format |
Article |
sources |
DOAJ |
author |
Harith Yas Khudhair Ahmad Jusoh Abbas Mardani Khalil Md. Nor |
spellingShingle |
Harith Yas Khudhair Ahmad Jusoh Abbas Mardani Khalil Md. Nor Quality Seekers as Moderating Effects between Service Quality and Customer Satisfaction in Airline Industry International Review of Management and Marketing |
author_facet |
Harith Yas Khudhair Ahmad Jusoh Abbas Mardani Khalil Md. Nor |
author_sort |
Harith Yas Khudhair |
title |
Quality Seekers as Moderating Effects between Service Quality and Customer Satisfaction in Airline Industry |
title_short |
Quality Seekers as Moderating Effects between Service Quality and Customer Satisfaction in Airline Industry |
title_full |
Quality Seekers as Moderating Effects between Service Quality and Customer Satisfaction in Airline Industry |
title_fullStr |
Quality Seekers as Moderating Effects between Service Quality and Customer Satisfaction in Airline Industry |
title_full_unstemmed |
Quality Seekers as Moderating Effects between Service Quality and Customer Satisfaction in Airline Industry |
title_sort |
quality seekers as moderating effects between service quality and customer satisfaction in airline industry |
publisher |
EconJournals |
series |
International Review of Management and Marketing |
issn |
2146-4405 |
publishDate |
2019-07-01 |
description |
<p>The following research paper examines the impact that quality seeker have on the quality of services offered by an airline. Service quality has been determined to influence customer satisfaction. This study therefore looks into the role of quality seekers in influencing quality of services and customer satisfaction. The study was based on a scoping review of the existent literature. Scholarly articles provide convincing arguments for the relationship between quality of services and customer satisfaction. However, customer satisfaction varies from one customer to another. There is a gap in the research regarding different categories of customers and how they moderate the relationship between service quality and customer satisfaction. Quality seekers are a category of customers who are not influenced by prices. Rather, their focus is on the quality of services and products offered. They seek out information on all available options but choose the one which best meets their expectations in terms of quality. This paper analyses the influence of quality seekers on the level of quality of services offered, and the resultant effect on customer satisfaction.</p><p><strong>Keywords: </strong>Service Quality; Customer satisfaction; Quality seekers; Airline.</p><p><strong>JEL Classifications</strong>: L15, M1</p><p>DOI: <a href="https://doi.org/10.32479/irmm.8144">https://doi.org/10.32479/irmm.8144</a></p> |
url |
https://www.econjournals.com/index.php/irmm/article/view/8144 |
work_keys_str_mv |
AT harithyaskhudhair qualityseekersasmoderatingeffectsbetweenservicequalityandcustomersatisfactioninairlineindustry AT ahmadjusoh qualityseekersasmoderatingeffectsbetweenservicequalityandcustomersatisfactioninairlineindustry AT abbasmardani qualityseekersasmoderatingeffectsbetweenservicequalityandcustomersatisfactioninairlineindustry AT khalilmdnor qualityseekersasmoderatingeffectsbetweenservicequalityandcustomersatisfactioninairlineindustry |
_version_ |
1724513631128780800 |