The importance of service quality in the airline industry and its impact on customer satisfaction: a closer look at Air Malta plc. using service quality to increase revenue without increasing expenses

Abstract

This research seeks to explore the importance of employees as market drivers for Air Malta. This will be assessed by giving importance to service quality as a factor which should be implemented in the organizational culture through training. Since this research is customer oriented various heads of department were interviewed to evaluate their perspective regarding this issue and if service quality is given importance at Air Malta. Air Malta is currently undergoing a challenging period as it is seeking to minimise costs. Improving service quality may be the competitive advantage that the company is seeking in order to increase revenue without increasing the costs. However, this can only be achieved if the company is ready to accept changes, strengthen the organizational culture and change the mentality from being a cost cutting company to a profit generating company.