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Assessing the Service Quality of Air Transport for Domestic Flights in Libya

2015; Muhammadiyah University of Jakarta; Volume: 74; Issue: 1 Linguagem: Inglês

10.11113/jt.v74.2845

2180-3722

Manssour A. Abdulasalm Miskeen, Ahmed Mohamed Alhodairi, Muhamad Nazri Borhan, Riza Atiq Abdullah O.K. Rahmat,

Consumer Retail Behavior Studies

The Libyan air transport system plays a crucial role in the transportation of people across the nation; it also contributes in minimizing traffic congestion and accidents on intercity highways. The air system seems to deliver secured and comfortable transportation, as against the other alternative means, such as bus. Nevertheless, still the Libyan air transport system needs to improve in certain aspects to better serve the needs of its consumers. In this context, we believe that, it is essential to pay attention to 'service quality', which could make this mode of travel the preferred choice to local, as well as international travelers. Consequently, the purpose of this study is to assess service quality of the air transport system, measure the levels of service quality, and also gauge the quality of the factors, impacting the current service delivery in the air transport in Libya, using Importance-Satisfaction Analysis (ISA). It is noteworthy that, this study is the first of its kind in Libya, as it has examined the satisfaction of customers with the service delivery of the domestic airline. For this purpose, the self-administered questionnaire was personally distributed to the target population of domestic air travelers within Libya. We have used a stratified sampling procedure in this research; the final research sample consisted of 312 participants. Ultimately, several possible corrective actions to improve the quality of services of the airline, with each critical item were highlighted.