A structural equation modelling approach to validate the dimensions of SERVPERF in airline industry of Malaysia

perspectives of Malaysian passengers by replicating the factors used in an earlier study by Cronin and Taylor and to address the implication of culture on their choice. Design/methodology/approach – The selection criteria examined in this study were the items included in the SERVPERF measuremen...

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Main Authors:	Abdullah, Kalthom, Jan, Muhammad Tahir, Abd. Manaf, Noor Hazilah
Format:	Article
Language:	English
Published:	Society For Science And Nature (SFSN) 2012
Subjects:	HF Commerce
Online Access:	http://irep.iium.edu.my/26697/ http://irep.iium.edu.my/26697/ http://irep.iium.edu.my/26697/1/2012-_Dimensions_of_SERVPERF_in_airline_industry.pdf

id	iium-26697
recordtype	eprints
spelling	iium-266972012-11-20T06:36:10Z http://irep.iium.edu.my/26697/ A structural equation modelling approach to validate the dimensions of SERVPERF in airline industry of Malaysia Abdullah, Kalthom Jan, Muhammad Tahir Abd. Manaf, Noor Hazilah HF Commerce perspectives of Malaysian passengers by replicating the factors used in an earlier study by Cronin and Taylor and to address the implication of culture on their choice. Design/methodology/approach – The selection criteria examined in this study were the items included in the SERVPERF measurement and the relative importance of the dimensions of reliability, assurance, tangibility, empathy and responsiveness were examined along with other preferences. Apparently, data was collected through convenience sampling from 500 passengers departing from Kuala Lumpur International Airport. Findings – The results confirmed that the model of performance criteria is multi-dimensional; tangibles, reliability, responsiveness, assurance, and empathy. We also found significant positive interrelationships among the constructs of the proposed framework. In this study, five-common factor measurement model was found to be valid and reliable to be used in determining performance of the airline providers. Out of these five factors, three factors (tangibility, reliability, assurance) resulted in strong significance. Originality/value – This paper attempted to validate a model based on the perception of Malaysian passengers pertaining to the performance of the airline services which will give an insight towards better understanding their attitudes. Further, it will also help the airline industries in designing marketing strategies according to their consumers’ preferences in a different cultural background. Finally, the use of SEM in validating the model is also a valuable contribution. Society For Science And Nature (SFSN) 2012 Article PeerReviewed application/pdf en http://irep.iium.edu.my/26697/1/2012-_Dimensions_of_SERVPERF_in_airline_industry.pdf Abdullah, Kalthom and Jan, Muhammad Tahir and Abd. Manaf, Noor Hazilah (2012) A structural equation modelling approach to validate the dimensions of SERVPERF in airline industry of Malaysia. International Journal of Engineering And Management Sciences, 3 (2). pp. 134-141. ISSN 2229-6441 (O), 0973-3140 (P) http://www.scienceandnature.org/IJEMS-Vol3(2)-Apr2012/IJEMS_V3(2)9.pdf
repository_type	Digital Repository
institution_category	Local University
institution	International Islamic University Malaysia
building	IIUM Repository
collection	Online Access
language	English
topic	HF Commerce
spellingShingle	HF Commerce Abdullah, Kalthom Jan, Muhammad Tahir Abd. Manaf, Noor Hazilah A structural equation modelling approach to validate the dimensions of SERVPERF in airline industry of Malaysia
description	perspectives of Malaysian passengers by replicating the factors used in an earlier study by Cronin and Taylor and to address the implication of culture on their choice. Design/methodology/approach – The selection criteria examined in this study were the items included in the SERVPERF measurement and the relative importance of the dimensions of reliability, assurance, tangibility, empathy and responsiveness were examined along with other preferences. Apparently, data was collected through convenience sampling from 500 passengers departing from Kuala Lumpur International Airport. Findings – The results confirmed that the model of performance criteria is multi-dimensional; tangibles, reliability, responsiveness, assurance, and empathy. We also found significant positive interrelationships among the constructs of the proposed framework. In this study, five-common factor measurement model was found to be valid and reliable to be used in determining performance of the airline providers. Out of these five factors, three factors (tangibility, reliability, assurance) resulted in strong significance. Originality/value – This paper attempted to validate a model based on the perception of Malaysian passengers pertaining to the performance of the airline services which will give an insight towards better understanding their attitudes. Further, it will also help the airline industries in designing marketing strategies according to their consumers’ preferences in a different cultural background. Finally, the use of SEM in validating the model is also a valuable contribution.
format	Article
author	Abdullah, Kalthom Jan, Muhammad Tahir Abd. Manaf, Noor Hazilah
author_facet	Abdullah, Kalthom Jan, Muhammad Tahir Abd. Manaf, Noor Hazilah
author_sort	Abdullah, Kalthom
title	A structural equation modelling approach to validate the dimensions of SERVPERF in airline industry of Malaysia
title_short	A structural equation modelling approach to validate the dimensions of SERVPERF in airline industry of Malaysia
title_full	A structural equation modelling approach to validate the dimensions of SERVPERF in airline industry of Malaysia
title_fullStr	A structural equation modelling approach to validate the dimensions of SERVPERF in airline industry of Malaysia
title_full_unstemmed	A structural equation modelling approach to validate the dimensions of SERVPERF in airline industry of Malaysia
title_sort	structural equation modelling approach to validate the dimensions of servperf in airline industry of malaysia
publisher	Society For Science And Nature (SFSN)
publishDate	2012
url	http://irep.iium.edu.my/26697/ http://irep.iium.edu.my/26697/ http://irep.iium.edu.my/26697/1/2012-_Dimensions_of_SERVPERF_in_airline_industry.pdf
first_indexed	2023-09-18T20:39:44Z
last_indexed	2023-09-18T20:39:44Z
_version_	1777409284530765824

A structural equation modelling approach to validate the dimensions of SERVPERF in airline industry of Malaysia

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