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Title: Service quality and customer satisfaction of a UAE-based airline: An empirical investigation
Authors: Hussain, R. 
Al Nasser, A. 
Hussain, Y.K. 
Issue Date: 2015
Publisher: Elsevier Ltd
Journal: Journal of Air Transport Management 
Abstract: This paper investigates the linkages among service quality, service provider image, customer expectations, perceived value, customer satisfaction and brand loyalty in a Dubai-based airline. Initially, the determinants of service quality were identified utilizing the SERVQUAL framework with some modification. Service quality was then used as an antecedent to measure customer satisfaction, a condition which can bring about brand loyalty. In a research initiative using a quantitative approach, data from 253 questionnaires was analyzed. Using structure equation modeling, the data analysis suggests that service quality, perceived value, and brand image have a positive significant impact on customer satisfaction, which can in turn lead to brand loyalty. Theoretical and managerial implications are discussed. © 2014 Elsevier Ltd.
DOI: 10.1016/j.jairtraman.2014.10.001
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