Analysis of Service Quality and Customer Satisfaction in Airline Industry

The assignment requires students to analyze the service quality and customer satisfaction in the airline industry. It involves reviewing relevant studies and research papers, including those by Emirates Global, Grönroos and Gummerus, Hussain et al., Kaliappen and Hilman, Kuo and Jou, Lee et al., Malysheva et al., Meyer-Waarden, Mintz and Currim, Rudnicki and Vagner, Severi and Ling, Skeen et al., Terblanche, and Wu and Cheng. Students are expected to identify the key findings, themes, and methodologies used in these studies and draw conclusions about the service quality and customer satisfaction in the airline industry.