Electronic service quality of Malaysia airline industry (low cost carrier)

Abstract

This research was perform to examine the dimension electronic service quality of Malaysia airline industries (low cost carrier) and the impact on customers perceived service satisfaction. This research employed convenience sa mpling procedure and questionnaire as method to gain data, 392 completed questionnaires w ere gathered from Malaysia airline industries (low cost carrier) website users. The Co nfirmatory Factor Analysis performed and indicated that five dimensions such as fulfilment, system availability, efficiency, site privacy and aesthetic and customizations were applicable to measure Malaysia airline industries (low cost carrier) e-SQ. The regression analysis pe rformed showed that e-SQ dimension- fulfilment, system availability, efficiency, site p rivacy and aesthetic and customizations have a significant positive relationship exist between e -SQ dimension and perceived service satisfaction in the Malaysia airline industries (lo w cost carrier) website user. Future research recommendations to discuss on impact dimen sion of e-SQ regarding to recovery issue such as compensation, responsiveness and cont act on customers perceived satisfaction in Malaysia airline industries (low cost carrier).