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close this section of the library Airports -- Customer services -- Fiji -- Nadi


View the PDF document Customer service quality by frontline custom officers at Nadi International Airport
Author: Kumari, Salochna
Institution: University of the South Pacific.
Award: M.Sc.
Subject: Nadi International Airport, Airports -- Customer services -- Fiji -- Nadi
Date: 2015
Call No.: pac HE 9898 .5 .K86 2015
BRN: 1201146
Copyright:Under 10% of this thesis may be copied without the authors written permission

Abstract: Purpose: The aim of this research is to compare the passenger perceptions on service quality for frontline Custom officers at Nadi International Airport. The research ascertains the dimensions of service quality and explains its contribution towards Fiji Custom service delivery. Design/methodology/approach: Data was collected using 300 self-administered questionnaires from two samples of passengers. The first 150 samples were collected from ‘International Arrivals’ and second 150 samples were collected from ‘International Departures’ Custom passenger processing areas. The service quality was measured using seven SERVQUAL dimensions of (i) tangibility, (ii) reliability, (iii) responsiveness, (v) assurance, (iv) empathy, (vi) accountability and (vii) respect. The dataset was analysed using the IBM Statistical Package for Social Science (SPSS) Statistics 19 version (e.g. Pearson’s Correlation and Kruskal – Wallis tests). Findings: This research found passengers experienced high quality of service delivered from Custom officers at Nadi International Airport. This was confirmed using Parasuraman et al. (1988) and Cronin and Taylor (1992) service quality models. The service quality was measured using modified SERVQUAL and SERVPERF dimensions. These were: (i) tangibility, (ii) reliability, (iii) responsiveness, (v) assurance, (iv) empathy, (vi) accountability and (vii) respect. The results informed that arriving passengers experienced higher service quality compared to departing passengers. However, there were different findings witnessed when Parasuraman et al.’s and Cronin and Taylor’s theories were applied to the dataset. For example: There were different results found, when determining which service quality dimension had highest positive contribution to service quality delivered by frontline Custom officers. The Parasuraman et al.’s theoretical application found reliability (Gap score: 1.03), tangibility (Gap score: 1.06) and assurance (Gap score: 1.06) had highest positive contribution to service quality. The Cronin and Taylor’s theoretical application found reliability (Perceived score: 7.69), assurance (Perceived score: 7.64) and responsiveness (Perceived score: 7.63) had highest positive contribution to service quality.
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