Assessing Customer Perception of Service Quality: Comparative Study of airlines in UAE
@inproceedings{Masarrat2014AssessingCP,
title={Assessing Customer Perception of Service Quality: Comparative Study of airlines in UAE},
author={Ghazal Masarrat and Suchita Jha},
year={2014}
}Customer satisfactions get highly influenced by perceptions of service quality. In particular, higher service quality leads to positive customer response, cross selling and word of mouth communication which make the customer decision making process a complex area of study. An analysis of literature revealed that service quality is an important attribute for retaining customer satisfaction in UAE especially towards aviation industry. Aviation industry sector in UAE economy has grown rapidly in… CONTINUE READING
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