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
5 Citations
References
SHOWING 1-10 OF 71 REFERENCES
SERVICE QUALITY AND ITS IMPACT ON CUSTOMER SATISFACTION: AN EMPIRICAL EVIDENCE FROM THE PAKISTANI BANKING SECTOR
- Business
- 2011
- 79
A survey analysis of service quality for domestic airlines
- Computer Science, Engineering
- Eur. J. Oper. Res.
- 2002
- 358
Perceived service quality and customer satisfaction in a store performance framework: An empirical study of Swedish grocery retailers
- Business
- 1996
- 117
Using conjoint analysis to determine the relative importance of service attributes measured in customer satisfaction surveys
- Business
- 1997
- 166