tailieunhanh - Modeling customer satisfaction using structural equation modeling based on service quality measurement in airline industry

As the nature of services provided by airlines is a little different to other service industries, additional research is needed to evaluate the service quality of airline services and its effects on customer satisfaction using appropriate dimensions of service quality. | Modeling customer satisfaction using structural equation modeling based on service quality measurement in airline industry International Journal of Management IJM Volume 7 Issue 6 September October 2016 14 Article ID IJM_07_06_002 Available online at http ijm JType IJM amp VType 7 amp IType 6 Journal Impact Factor 2016 Calculated by GISI ISSN Print 0976-6502 and ISSN Online 0976-6510 IAEME Publication MODELING CUSTOMER SATISFACTION USING STRUCTURAL EQUATION MODELING BASED ON SERVICE QUALITY MEASUREMENT IN AIRLINE INDUSTRY Dr. M. SHIEK MOHAMED Professor Rtd Jamal Institute of Management Jamal Mohamed College Tiruchirappalli. S. AISHA RANI Research Scholar Jamal Institute of Management Jamal Mohamed College Tiruchirappalli. ABSTRACT As the nature of services provided by airlines is a little different to other service industries additional research is needed to evaluate the service quality of airline services and its effects on customer satisfaction using appropriate dimensions of service quality. The service industry is one of the most important sectors these days especially when considering service quality as an important tool in enabling organizations to differentiate themselves in a very challenging environment. Customers expect personalized service reliable employees and personal warmth in the service delivery and those elements will ultimately make the customers more satisfied with the service purchased. Key words service quality airline industry customer satisfaction quality of service. Cite this Article Dr. M. Shiek Mohamed and S. Aisha Rani Modeling Customer Satisfaction using Structural Equation Modeling Based on Service Quality Measurement in Airline Industry. International Journal of Management 7 6 2016 pp. 06 14. http IJM JType IJM amp VType 7 amp IType 6 1. INTRODUCTION Due to the fast-changing business environment customer demands and expectations are also changing .