1. UKM Learning and Research Repository
2. PHD Thesis / Tesis PHD
3. Graduate School of Business / Pusat Pengajian Siswazah Perniagaan

Title:	The influence of service fairness and hospitality on behavioural intentions in airline services
Authors:	Monizaihasra Mohamed (ZP00795)
Supervisor:	Ahmad Azmi Mohd Ariffin, Assoc. Prof. Dr.
Keywords:	Hospitality industry -- Management
Issue Date:	6-Mar-2017
Description:	The main objective of this study is to investigate how perceived service fairness, perceived commercial hospitality and attitude determine passengers’ behavioural intentions. Set in the context of ordinary airline service delivery, this study specifically examines: (a) the effects of interactional fairness, procedural fairness, outcome fairness, price fairness and airline hospitality on behavioural intentions, (b) the effects of interactional fairness, procedural fairness, outcome fairness, price fairness and airline hospitality on passengers’ attitude, (c) the effects of passengers’ attitude on behavioural intentions and (d) the mediating role of passengers’ attitude. Structured questionnaires were utilized to collect data from airline passengers who are chosen based on purposive sampling technique. The responses of 519 full-service airline passengers collected at the Kuala Lumpur International Airport (KLIA), Malaysia, were analyzed using a Structural Equation Modelling technique. The findings of this study showed that in the context of ordinary airline service delivery, only perceived price fairness determines passengers’ behavioural intentions directly. Perceived outcome fairness and perceived airline hospitality influence behavioural intentions indirectly through passengers’ attitude towards the airline. Perceived interactional fairness and perceived procedural fairness have no direct or indirect relationship with passengers’ behavioural intentions. Study findings could serve as an important basis for researchers and airline service management to understand passengers’ behavioral intentions and to further formulate strategies to improve passengers’ in-flight experience.,Certification of Master's/Doctoral Thesis" is not available
Pages:	235
Call Number:	TX911.3.M27M643 2017 tesis
Publisher:	UKM, Bangi
Appears in Collections:	Graduate School of Business / Pusat Pengajian Siswazah Perniagaan

Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.