Halal Service Quality and Customer Satisfaction of Airlines Company: A Conceptual Framework

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Razali bin Idris, Albert Feisal @ Muhd Feisal Ismail, Afizan Amer, Hasbullah Othman, Irwan Ibrahim


Purpose: The purpose of this paper is to propose a framework of airlines customer’s evaluation of quality toward services provided by Airline Companies and their effect on customer’s satisfaction.

Design/Methodology/Approach: The study is to determine the factors of halal service quality and customer satisfaction for airline industry. Variables introduced are from various related research and articles.

Findings: From the result was indicated that two of the hypotheses are supported while three are not supported with customer satisfaction of airlines service.

Research Limitation/Implication: The research examines the relationship between halal service quality dimension and customer satisfaction in airline industry. This study focuses on the evaluation of all airline service user regarding service quality of Airlines Company. The main limitation of this study is that it focus to customer satisfaction on all Airlines Companies: thus the result cannot be generalize.

Practical Implications: The results indicate that company should focused on different dimensions of airline service quality, which will lead to passenger’s satisfaction and encourage the development of long-term relationships with their customers.

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