The perception of Malaysian consumers of the quality of airline services was
examined in this study using the SERVQUAL measurement. The results of the
study indicate that the most significant factors in Malaysian customers’
perception of service quality are Empathy, Tangibles and Assurance. In
addition, the respondents indicated that the airlines surveyed performed better
than expected on the Responsiveness dimension of service quality. There is
also a strong indication that satisfaction with service quality results in future
use and the likelihood of recommending the airline to others
