Role Of Service Quality On Customer Satisfaction In Air Asia

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In the deregulated airline industry, the emergence of low cost carrier is increasing day by day. Passengers are frequently used to travel on short haul and long haul flights with the expectation of low fare and superior quality. Air Asia, one of the low cost carriers in the Asian region, is growing rapidly in the world’s airline industry with an exceptional growth. By considering the exceptional growth of Air Asia, it becomes important to analyze the service quality and customer satisfaction.
The purpose of this study was to analyze the service quality dimensions and their relationship with customer satisfaction. This study also explores the influence of service quality on customer satisfaction.

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Research Author

Tarun Pratap Singh


Dr. G. Marthandan

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Multimedia University (MMU), a tertiary education institution set up through Universiti Telekom Sdn Bhd (UTSB), a wholly owned subsidiary of TM, fulfils the noblest of corporate social responsibilities – taking up the challenge of educating the next generation the nation’s leaders and knowledge workers. As the first private university in Malaysia, MMU developed the pioneer model for the successful establishment of private universities in the nation, paving the way for the growth of the private tertiary education sector. As the university at the heart of the MSC, MMU also serves as a catalyst for the development of the high tech ICT industry of the nation, parallel to the Silicon Valley-Stanford model in the United States.