EXPLORING THE FACTORS IMPACTING THE SERVICE QUALITY OF THE AIRLINE INDUSTRY IN KSA-EXPATRIATES VIEWPOINTS

The whole purpose of this research is to find out whether there is any inconsistency in the expatriate's passenger service quality expectations and service quality acuities in the airline and also to find out if there is any significant change in service quality anticipation and perception of the expatriate's passengers coming from diversified demographic characteristics. A 5-dimensional scale considered the landmark in service quality had been used to access the above objectives. A face to face interview was conducted at Jeddah domestic airport, KSA. A total of 319 respondent's passengers were interviewed. The data was analyzed by SPSS 23.AMOS software was also used to examine the data using Structural Equations Modelling (SEM) analysis. Reliability and empathy were the two significant factors that positively impacted the airline industry's consideration of service quality. The rest three factors had little or no significance in service quality in airlines concerning expatriate's passengers.