Assessing the Service Quality of Air Transport for Domestic Flights in Libya
DOI:
https://doi.org/10.11113/jt.v74.2845Keywords:
Importance-satisfaction analysis, airline service, service quality, enhancing passenger satisfaction, travel demandAbstract
The Libyan air transport system plays a crucial role in the transportation of people across the nation; it also contributes in minimizing traffic congestion and accidents on intercity highways. The air system seems to deliver secured and comfortable transportation, as against the other alternative means, such as bus. Nevertheless, still the Libyan air transport system needs to improve in certain aspects to better serve the needs of its consumers. In this context, we believe that, it is essential to pay attention to 'service quality', which could make this mode of travel the preferred choice to local, as well as international travelers. Consequently, the purpose of this study is to assess service quality of the air transport system, measure the levels of service quality, and also gauge the quality of the factors, impacting the current service delivery in the air transport in Libya, using Importance-Satisfaction Analysis (ISA). It is noteworthy that, this study is the first of its kind in Libya, as it has examined the satisfaction of customers with the service delivery of the domestic airline. For this purpose, the self-administered questionnaire was personally distributed to the target population of domestic air travelers within Libya. We have used a stratified sampling procedure in this research; the final research sample consisted of 312 participants. Ultimately, several possible corrective actions to improve the quality of services of the airline, with each critical item were highlighted.Â
References
Miskeen, M. A. A. B., & Rahmat, R. A. A. B. O. 2011. Development of Disaggregate Mode Choice Models of Intercity Travel in Libya. In Information Technology and Artificial Intelligence Conference (ITAIC), 2011 6th IEEE Joint International. 2: 197–201
Miskeen, A. B., Manssour, A., Rahmat, R. A. A. B. O., & Mohamed Alhodairi, A. 2012. Modelling Intercity Route Choice Behaviour to Explore Road Users' Response to Road Pricing Policy in Libya. Australian Journal of Basic & Applied Sciences. 6(9): 431–439.
Miskeen, A. B., Manssour, A., Mohamed Alhodairi, A., & Rahmat, R. A. A. B. O. 2013. Modeling of Intercity Transport Mode Choice Behavior in Libya: a Binary Logit Model for Business Trips by Private Car and Intercity Bus. Australian Journal of Basic & Applied Sciences. 7(1): 302–311.
Miskeen, A. B., Manssour, A., Mohamed Alhodairi, A., & Rahmat, R. A. A. B. O. 2014. Modeling of Intercity Travel Mode Choice Behavior for Non-Business Trips within Libya. Research Journal of Applied Sciences, Engineering and Technology. 7(3): 442–453.
Clemes, M. D., Gan, C., Kao, T. H., & Choong, M. 2008. An Empirical Analysis of Customer Satisfaction in International Air Travel. Innovative Marketing. 4(2): 50–62.
Ostrowski, P. L., O'Brien, T. V., & Gordon, G. L. 1993. Service Quality and Customer Loyalty in the Commercial Airline Industry. Journal of Travel Research. 32(2): 16–24.
Chang, Y. H., & Yeh, C. H. 2002. A Survey Analysis of Service Quality for Domestic Airlines. European Journal of Operational Research. 139(1): 166–177.
Butler, G. F., & Keller, M. R. 1992. The Cost-constrained Global Airline Industry Environment: What is Quality? Transportation Quarterly. 46(4).
Gilbert, D., & Wong, R. K. 2003. Passenger Expectations and Airline Services: A Hong Kong Based Study. Tourism Management. 24(5): 519–532.
Chen, F. Y., & Chang, Y. H. 2005. Examining Airline Service Quality from a Process Perspective. Journal of Air Transport Management. 11(2): 79–87.
Dennet't, C., Ineson, E. M., Stone, G. J., & Colgate, M. 2000. Pre-bookable Services in the Chartered Airline Industry: Increasing Satisfaction Through Differentiation. The Service Industries Journal. 20(2): 82–94.
Sultan, F., & Simpson Jr, M. C. 2000. International Service Variants: Airline Passenger Expectations and Perceptions of Service Quality. Journal of Services Marketing. 14(3): 188–216.
Parasuraman, A., Grewal, D., & Krishnan, R. 2004. Marketing Research. Houghton Mifflin Company. 643.
Tarrant, M. A., & Smith, E. K. 2002. The Use of a Modified Importance-performance Framework to Examine Visitor Satisfaction with Attributes of Outdoor Recreation Settings. Managing Leisure. 7(2): 69–82.
Martilla, J. A., & James, J. C. 1977. Importance-performance Analysis. Journal of Marketing. 41(1): 77–79
Ng, S. I., Sambasivan, M., & Zubaidah, S. 2011. Antecedents and Outcomes of Flight Attendants’ Job Satisfaction. Journal of Air Transport Management. 17(5): 309–313.
Downloads
Published
Issue
Section
License
Copyright of articles that appear in Jurnal Teknologi belongs exclusively to Penerbit Universiti Teknologi Malaysia (Penerbit UTM Press). This copyright covers the rights to reproduce the article, including reprints, electronic reproductions, or any other reproductions of similar nature.
