Abstract
The urgent needs for Airlines around the world, especially low-cost carrier to optimize earnings and reduce their operational costs accentuate the use of self-service technologies (SSTs) in their operating system, including their check-in process. The self-check-in system (online, mobile and at kiosk) is mainly offered to reduce costs, speed and enhance the customer’s experience. Using adapted questionnaire from self-service technology quality (SSTQUAL) scale, this research aims to examine the service quality of airline self-check-in system and its impact on customer satisfaction and loyalty in an emerging market for a low-cost carrier, namely Airasia. Data for the study are collected from 123 passengers who have used the Airasia’s self-check-in service and are analyzed using Pearson’s correlation and Smart partial least square (SmartPLS). The result indicates that self-check-in service quality exhibits significant impact on customer satisfaction and customer loyalty. It also found that customer satisfaction fully mediates the relationship between perceived service quality and customer loyalty.
Highlights
Corporate Social Responsibility (CSR) has been receiving increasing attention since its inception in the 1950s
perceived roles of ethics and social responsibility (PRESOR) is the first-order component which is considered as single layer of constructs while Internal CSR and Employee Engagement are regarded as hierarchical component models (HCMs)
H4 hypothesises that Internal CSR mediates the relationship between PRESOR and Employee Engagement
Summary
Corporate Social Responsibility (CSR) has been receiving increasing attention since its inception in the 1950s. The process of education involves learning that focus on the values, attitudes, and behaviours which enable individuals to learn to live together in a world characterised by diversity and pluralism. This indicates that education and academicians have a novel role to play in shaping and changing the future generation as well as the society. The research paper undertakes to study the indirect effect of Internal CSR practices between PRESOR and Employee Engagement in the education context. The findings of this research would add values to the body of knowledge in the context of the role of ethics and social responsibility together with Internal CSR practices among academicians in the education setting. This research paper is organised into seven sections with the first section purveying the background of the study, followed by the literature review, research framework, research methodology, data analysis, findings, and discussions; and end with limitations and future research
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