Factors Influencing Airline Service Quality in Saudi Arabia: An Expatriate Perspective
DOI:
https://doi.org/10.31305/rrijm.2025.v10.n5.016Keywords:
Expatriate, Service quality, Expectations, Perceptions, SEM, Saudi ArabiaAbstract
The purpose of the study is to investigate the difference between the expectations of expatriate passengers and the perceived service quality provided by the Airlines in Saudia Arabia. The ultimate goal of the study was to offer insights that could improve the service quality of airlines in Saudi Arabia. The study used five factors of service quality where service quality is highly focused specifically on Tangibles, Reliability, Responsiveness, Assurance, and Empathy using the SERVQUAL paradigm model. The primary data were used under this study, where the author collected data of nearly 390 expatriate travelers through personnel interviewed at Al-Baha Airport, then compiled and analyzed using structural equation modelling (SEM) by SPSS-AMOS. The findings indicate that all the factors (Tangibles, Reliability, Responsiveness, and Empathy) have found significant (at p-value ≤ 0.01) effects on the service quality of airlines evaluated by expatriate in Saudi Arabia using SEM analysis. However, the only factor assurance has found significant (at p-value ≤ 0.05) The results reveal that the airlines consistently work on service quality in meeting the needs of the expatriate passengers in Saudi Arabia.
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