Skip to Main Content
Article navigation
Volume 5, Issue 2
1 April 1995
This article was originally published in
Managing Service Quality
Managing Service Quality Cover Image for Volume 5, Issue 2
Case Report| April 01 1995

Measuring and monitoring service quality at Malaysia Airlines Available to Purchase

Abdullah Mat Zaid
Abdullah Mat Zaid
Director of Customer Services, Malaysia Airlines. This article, and the earlier one published in Managing Service Quality Volume 4 Number 6, was excerpted from his paper delivered at the 6th IMC Annual Professional Congress in Hong Kong.
Search for other works by this author on:
This Site
PubMed
Google Scholar
Author & Article Information
Publisher: Emerald Publishing
Online ISSN: 1758-8030
Print ISSN: 0960-4529
© MCB UP Limited
1995
Managing Service Quality: An International Journal (1995) 5 (2): 25–27.
https://doi.org/10.1108/09604529510083558

Malaysia Airlines’ vision is to become an “airline of excellence”. Describes the various methods in place for feedback– how service quality is measured and monitored – in order to ensure that quality is maintained.

Keywords:
Airlines, Service quality
© MCB UP Limited
1995
You do not currently have access to this content.
Don't already have an account? Register

Purchased this content as a guest? Enter your email address to restore access.

Please enter valid email address.
Email address must be 94 characters or fewer.
Pay-Per-View Access
$41.00
Rental
This article is also available for rental through DeepDyve. Read this now at DeepDyve
713 Views
View Metrics
Cultural and psychological mechanisms explaining the relationship between supervisor incivility and hospitality employees’ work engagement
How consumers perceive and react to AI-chatbots in service recovery: the serial mediating role of mind perception and psychological distance
Health and safety climates: influences on engagement and retention for frontline service employees
Restoring trust: gratitude vs. apology in healthcare service recovery

Suggested Reading

Service quality between internal customers and internal suppliers in an international airline
International Journal of Quality & Reliability Management (June,2001)
Service Breakdowns: A Study of Critical Incidents in an Airline
International Journal of Service Industry Management (December,1992)
Measuring and managing service quality: integrating customer expectations
Managing Service Quality: An International Journal (February,2001)
Learning excellence: Southwest Airlines’ approach
Managing Service Quality: An International Journal (June,1998)
Improving service quality to business travellers
Managing Service Quality: An International Journal (January,1991)

Related Chapters

Hallmarks in the development of marketing: Chinese managers' market orientation and ability to deliver service quality
International Marketing
An analysis of Service Quality on Mustahiq Satification using the Kano Model (Case Study on Baitul Mal)
Proceedings of MICoMS 2017
Safari Tourism: A Case Study on Tourist Loyalty
Advances in Hospitality and Leisure

Recommended for you

These recommendations are informed by your reading behaviors and indicated interests.

Cited By

Google Scholar
This Feature Is Available To Subscribers Only

or Create an Account

Close Modal
Close Modal

Gift article access

As a benefit of your subscription, you can share temporary access to restricted articles.

Each link will stop working after 30 days or 10 uses. You may create up to 10 links in a 30 day period.

Please sign in to your personal account to gift article access.

Register

Gift article access

As a benefit of your subscription, you can share temporary access to restricted articles.

Each link will stop working after 30 days or 10 uses. You may create up to 10 links in a 30 day period.

Gift articles remaining: --

Gift article access

Each link will stop working after 30 days or 10 uses. You may create up to 10 links in a 30 day period.

Gift articles remaining: --

Gift article access

As a benefit of your subscription, you can share temporary access to restricted articles.

Each link will stop working after 30 days or 10 uses.

You have reached the limit of 10 links within a 30 day period.

Sharing Unavailable

Sharing content requires targeting cookies to be enabled. Please update your cookie preferences to use this feature.