mengqi shi, ahmad azmi m. ariffin.  (2026).  how hotel staff appearance shapes tourist engagement: the interplay of appreciation and trust in resort experiences.  - journal of hospitality and tourism insights.  2260 - 2276. 

yusra yusra, ahmad azmi mohd ariffin, perengki susanto, abu hanifah ayob, nasri zarmana, ferdi nazirun sijabata, rezzy eko caraka.  (2026).  linking platform interaction quality to brand loyalty through brand love: an empirical study in the car e-hailing context.  - cogent business & management.  2698778 - 2698778. 

asim alamssi, ahmad azmi m. ariffin, nur wafaa a. shaimi.  (2026).  place attachment to kuala lumpur as an islamic city tourism destination: the influence of place attractiveness and experience quality.  - international journal of advanced and applied sciences.  231 - 243. 

mohd fahmi yahaya, ahmad azmi m. ariffin.  (2025).  creative process and creative environment: impact on experience quality and behavioural intentions in creative tourism services.  - creativity studies.  399 - 419. 

ahmad azmi m. ariffin, geetha nadesan, asim alamssi.  (2025).  the relative impacts of physical, social and e-servicescape on the resort hotel guest loyalty.  - cogent business & management.  1 - 23. 

yanan cai, ahmad azmi mohd. ariffin.  (2025).  the influence of perceived cultural distance on chinese tourists’ travel intention to malaysia: the mediating roles of perceived risk and personality traits.  - international journal of advanced and applied sciences.  36 - 45. 

mohd fahmi yahaya, ahmad azmi m. ariffin.  (2025).  four ps of creativity and behavioural intentions in creative tourism: the mediating role of experience quality.  - tourism and hospitality management.  61 - 80. 

nur wafaa abdullah shaimi, ahmad azmi mohd. ariffin.  (2024).  kl as an islamic city tourism destination: the influence of place involvement and experience quality on place attachment.  - international journal of marketing studies.  89 - 102. 

jason m. s. lam, metin kozak, ahmad azmi ariffin .  (2024).  would you like to travel after the covid-19 pandemic? a novel examination of the causal correlations within the attitudinal theory of planned behaviour.  - journal of tourism, heritage & services marketing.  58 - 68. 

ahmad azmi mohd ariffin, kifayat nahiyan rafi, nik mohd hazrul nik hashim, norzalita abd. aziz.  (2024).  marketing analytics for sustainable healthcare in society 5.0.  - .  142 - 154. 

shi mengqi, ahmad azmi mohd ariffin, jason lam mun soon.  (2024).  the impacts of frontliners’ physical attractiveness on customer participation in resort hotels: a conceptual paper contribute to sdgs.  - journal of lifestyle and sdg's review.  1 - 21. 

izwan harith md. ithnan, ahmad azmi m. ariffin, norzalita a. aziz.  (2024).  promoting halal hotels in malaysia.  - .  104. 

nur wafaa abdullah shaimi; ahmad azmi mohd ariffin.  (2024).  kuala lumpur as an islamic city tourism destination: the influence of place attractiveness and experience quality on place attachment.  - international journal of academic research in accounting, finance & management sciences.  61-80. 

ahmad azmi m.ariffin, rafi kifayat nahiyan.  (2024).  unravelling competitive excellence: the impact of marketing analytic capability on sustainable marketing performance in the malaysian hospitality industry.  - the proceedings book of the umteb - xv international scientific research congress.  186. 

ahmad azmi mohd ariffin.  (2024).  the influence of brand attachment on brand preference in the context of airline's service failure.  - eurasia 3rd international scientific research and innovation congress.  693. 

muhamad luqman khalil, norzalita abd aziz, ahmad azmi m. ariffin, abdul hafaz ngah.  (2023).  big data analytics capability and firm performance in the hotel industry: the mediating role of organizational agility.  - wseas transactions on business and economics.  440-453. 

ahmad azmi m.ariffin, ehsaneh nejad mohammad nameghi.  (2023).  what factors influence passengers' expectations of airline hospitality? some evidences based on signaling theory.  - international journal of academic research in business and social sciences.  838-847. 

kuok wei chong, ahmad azmi m.ariffin.  (2023).  pengaruh atribusi kegagalan perkhidmatan penerbangan terhadap niat penerbangan dengan syarikat penerbangan.  - jurnal pengurusan.  1-14. 

geetha nadedsan, ahmad azmi mohd ariffin.  (2023).  an evaluation of moderating variable of "physical distance" among customers on social servicescape and place attachment: impact of customer loyalty in the context of hotel industry.  - int journal of academic research in business and social sciences.  14-32. 

geetha nadesan, ahmad azmi mohd ariffin.  (2023).  influences of servicescape on customer loyalty in resort hotel industry: a stepping-stone for future studies by expanding place attachment as mediator.  - international journal of academic research in business and social sciences.  1691-1718. 

ahmad azmi m.ariffin, jabar salah mansour.  (2023).  revisit intention in the context of cultural heritage tourism: destination authenticity versus hospitality.  - the 10th international scientific research conference.  1-7. 

monizaihasra mohamed, ahmad azmi m.ariffin.  (2023).  drivers of passenger satisfaction towards full-service airlines.  - international journal of academic research in business and social sciences.  440-445. 

ahmad azmi m. ariffin, ehsaneh nejad mohammad nameghi.  (2023).  service hospitality: the impacts of personal and organizational factors based on service-branding model.  - 12th international conference on business studies and education (icbe).  65-70. 

ahmad azmi m. ariffin, norhayati m. zain, bama v.v. menon, norzalita a. aziz.  (2022).  the customer satisfaction index model: an empirical study of the private healthcare sector in malaysia.  - journal of asian finance, economics and business.  93-103. 

ahmad azmi m. ariffin, norzalita a. aziz, norhayati m. zain, bama v. v. menon.  (2022).  antecedents and consequences of patient satisfaction in the context of private hospitalization services.  - wseas transactions on business and economics.  259-268. 

ahmad azmi mohd ariffin, norzalita a. aziz, bama v.v.menon, norhayati m.zain.  (2022).  the dimensionality of inpatient services in the private hospital setting.  - 5th international conference on innovative studies of contemporary sciences.  81. 

chong kuok wei, ahmad azmi m. ariffin.  (2022).  airline service failure: determinants of passengers' intention to fly again and likelihood to recommend.  - tourism: an international interdisciplinary journal.  270-284. 

qwais b. al-gharaibeh, ahmad azmi m.ariffin.  (2021).  the influence of brand attitude on behavioral intention in the context of national carrier's service failure.  - geojournal of tourism and geosites.  193-196. 

wee geot fang, ahmad azmi m. ariffin.  (2021).  cultural heritage tourism: determinants of behavioral intention to visit a historical city from experiential perspectives.  - journal of tourism, hospitality and environment management.  1-10. 

norzalita abd aziz, ahmad azmi m.ariffin.  (2021).  pemasaran pelancongan dan hospitaliti di malaysia: teoretikal & amalan.  - .  167. 

norzalita abd aziz, ahmad azmi m. ariffin.  (2021).  pendahuluan.  - .  11-16. 

norzalita abd aziz, ahmad azmi m. ariffin.  (2021).  pemasaran perkhidmatan pelancongan.  - .  17-36. 

norzalita abd aziz, ahmad azmi m. ariffin.  (2021).  pemasaran pelancongan warisan budaya.  - .  37-67. 

norzalita abd aziz, ahmad azmi m. ariffin.  (2021).  pemasaran pelancongan strategik.  - .  68-91. 

norzalita abd aziz, ahmad azmi m. ariffin.  (2021).  pemasaran perhotelan.  - .  92-107. 

jason m.s. lam, ahmad azmi m.ariffin, norzalita abd aziz.  (2021).  pemasaran pelancongan pendidikan.  - .  108-127. 

monizaihasra mohammad, ahmad azmi m. ariffin, norzalita abd aziz.  (2021).  pemasaran penerbangan.  - .  128-143. 

norzalita abd aziz, ahmad azmi m. ariffin.  (2021).  industri pelancongan nadi penggerak sektor perkhidmatan negara.  - .  144-145. 

nadia hanum amiruddin, ahmad azmi m.ariffin, norzalita a.aziz.  (2021).  virtual travel community: does information quality matters?.  - international journal of business continuity and risk management.  263-276. 

abdul samad kechot, shahidi a hamid, novel lyndon, mohd nor shahizan ali, ahmad azmi mohd ariffin, rahim aman, lam kuok choy, khazri osman.  (2021).  dasar kebudayaan negara 2021 (daken 2021).  - .  72. 

izwan harith md. ithnan, ahmad azmi m. ariffin.  (2020).  behavioral intention towards "halal hotels": religiosity or ethnicity?.  - wseas transactions on business and economics.  58-73. 

ahmad azmi m.ariffin.  (2020).  dimensions of islamic hotel service: towards their promotion in the global marketplace.  - international journal of religious tourism and pilgrimage.  98-110. 

yusra yusra, rezzy eko caraka, arawati agus, ahmad azmi mohd ariffin, prana ugiana gio, rung ching chen, youngjo lee.  (2020).  an investigation of online food aggregator (ofa) service: do online and offline service quality distinct?.  - serbian journal of management.  277-294. 

tan chun eng, ahmad azmi m. ariffin.  (2020).  exploring the determinants of brand advocacy from branding perspective.  - proceedings of saard international conference.  1-4. 

wee geot fang, ahmad azmi m. ariffin.  (2020).  cultural heritage tourism: determinants of behavioral intention to visit a historical city from experiential perspectives.  - 5th international conference on social sciences, humanities and technology 2020 (5th icsht 2020).  81-88. 

alireza habibi, ahmad azmi mohd ariffin, norzalita abd aziz.  (2019).  the influence of perceived benefits, perceived sacrifices and perceived value on behavioural intention in the context of medical tourism.  - international journal of services, economics and management.  . 

alireza habibi, ahmad azmi m. ariffin.  (2019).  value as a medical tourism driver interacted by experience quality.  - anatolia an international journal of tourism and hospitality research.  35-46. 

jason ms lam, ahmad azmi m. ariffin.  (2019).  do travel images affect international students' on-site academic value? new evidence from the malaysia's "higher edutourism" destination.  - journal of vacation marketing.  499-514. 

norzalita abd aziz, ahmad azmi ariffin.  (2019).  pemasaran pelancongan dan hospitaliti di malaysia: teoretikal dan amalan.  - .  144. 

ahmad azmi m.ariffin, atefeh maghzi, jason lam mun soon, syed shah alam.  (2018).  exploring the influence of hospitality on guest satisfaction in luxury hotel services.  - e-review of tourism research.  1-20. 

ab samad kechot, novel lyndon, mohd nor shahizan ali, rahim aman, shahidi abdul hamid, ahmad azmi ariffin, lam kuok choy dan khazri osman.  (2018).  kajian dasar kebudayaan kebangsaan.  - .  100. 

nur wafaa abdullah shaimi & ahmad azmi m. ariffin.  (2018).  satisfaction towards kuala lumpur as a city for tourism destination among muslim tourists.  - proceeding of business management frontiers.  . 

ahmad azmi m.ariffin, jabar salah mansour.  (2018).  the influences of authenticity and experience quality on behavioural intention in cultural heritage destination.  - wseas transactions on business and economics.  . 

ahmad azmi m. ariffin & norzalita abd aziz.  (2018).  pemasaran pelancongan islam: meneroka dimensi perkhidmatan hotel islamik di malaysia.  - proceedings of the 7th international conference on social sciences and humanities (icosh-ukm) 2018..  . 

syed shah alam, nor asiah omar, ahmad azmi mohd ariffin, nik mohd hazrul nik hashim.  (2018).  integrating tpb, tam and doi theories: an empirical evidence for the adoption of mobile banking among customers in klang valley, malaysia.  - international journal of business and management science.  . 

jabar s. a. mansour & ahmad azmi m. ariffin.  (2017).  the effects of local hospitality, commercial hospitality and experience quality on behavioral intention in cultural heritage tourism.  - journal of quality assurance in hospitality & tourism.  149-172. 

yusrizal sufardi mohd yunan, che aniza che wel, lokhman hakim osman, zaleha yazid, ahmad azmi muhammad ariffin.  (2017).  post service quality as predictor for halal warehouse adopter satisfaction.  - international journal of academic research in business and social sciences.  999-1008. 

jason m. s. lam, david yoon kin tong, ahmad azmi m. ariffin.  (2017).  exploring perceived risk and risk reduction strategies in the pursuit of higher education abroad: a case of international students in malaysia.  - journal of studies in international education.  83-104. 

ahmad azmi m.ariffin & maggie chong.  (2017).  dimensionality of hotel experiences among deaf guests.  - international journal of management and applied science.  31-36. 

nadzirah rosli, ahmad azmi m.ariffin.  (2017).  the relationships between social conservatism and preference for shariah-compliant hotels.  - international journal of management and applied science,.  . 

iman zare moeyadi, ahmad azmi m.ariffin.  (2016).  the influences of tourism products (primary vs secondary) and accessibility (internal vs external) on the satisfaction of edutourists in kuala lumpur city.  - international journal of applied business and economic research.  3279-3297. 

ahmad azmi m ariffin & noor balkhis omar.  (2016).  surprise, hospitality and customer delight in the context of hotel services.  - vol. 12.  127-142. 

mohd zaher mohd zain,syed uzair syed othman,helmy had sabtu,fatimah othman,fazli idris,ahmad azmi ariffin,wan hirwani wan hussain,sokhibul helmi mazlan,mohd.hafizi azmi,muhammad haziq zainal,nabilah azwa mohamad adrus,noraliza abdul wahab, samruhaizad sam.  (2016).  laporan akhir makmal isu penjaja asing.  - .  16. 

mohd zaher bin mohd zain, syed uzair syed othman, helmi had sabtu, azmi zakaria, wan hirwani, norzalita & teh sio hong.  (2016).  executive education programme tourism & destination marketing.  - .  1-16. 

mohd zaher mohd zain, helmy had sabtu & ahmad azmi ariffin, nasuha.  (2016).  aacsb progress report 2.  - .  1-10. 

mohd zaher mohd zain, helmy had sabtu, azmi ariffin & nasuha nordin.  (2016).  abest21 kaizen report 2016.  - .  1-16. 

nurul huda othman, ahmad azmi m. ariffin, izwan harith md ithnan.  (2015).  the influences of religiosity dimensions on preference for shariah-compliant hotels.  - advanced science letters.  2095-2099. 

ahmad azmi m. ariffin, ehsaneh nejad mohammad nameghi, yee kar soon.  (2015).  the relationships between national identity, hospitality, and satisfaction among foreign hotel guests.  - journal of travel & tourism marketing.  778-793. 

ahmad azmi bin mohd. ariffin, norzalita bt. abd aziz, prof. madya dr. firdaus abdullah.  (2015).  modelling the service of shariah-compliant hotel in malaysia: a focus on dimensionality and measurement index.  - .  . 

ahmad azmi m. ariffin, norzalita a. aziz, muhammad r. zakwan a. rahman.  (2014).  gap analysis of bank`s service quality (bankqual). local banks versus foreign banks.  - australian journal of basic and applied sciences.  417-422. 

mee, l.y., ariffin, a.a.m, rahman, m.r.z.a..  (2014).  the relationships among service quality, customer satisfaction and brand advocates in the context of fine dining restaurant services.  - advances in natural and applied sciences.  47-52. 

ahmad azmi m.ariffin, noor balkhis omar.  (2014).  the relationship between surprise and customer delight in hotel services - the influence of hospitality.  - 3rd interdisciplinary tourism research conference 2014.  15-20. 

aini aman, rozita amiruddin, ahmad azmi mohd. ariffin, khairul akmaliah adham, hafizuddin hamdan.  (2014).  proceedings of managing services for society wellbeing.  - proceedings of managing services for society wellbeing. bangi, selangor.  170. 

nameghi, ehsaneh n. m.; ariffin, ahmad azmi m..  (2013).  the measurement scale for airline hospitality: cabin crews performance perspective.  - journal of air transport management.  30:1-9. 

ahmad azmi m. ariffin, mohd fahmi yahaya.  (2013).  the relationship between airport image, national identity and passengers delight: a case study of the malaysian low cost carrier terminal (lcct).  - journal of air transport management.  31:33-36. 

ahmad azmi m.ariffin, ehsaneh nejad nameghi, noor izyana zakaria.  (2013).  the effects of hospitableness and servicescape on guest satisfaction in the hotel industry.  - canadian journal of administrative sciences.  30(2):127-137. 

ahmad azmi m.ariffin, ehsaneh nm nameghi, amin khakizadeh.  (2013).  the relationship between airlines corporate image and the expectation toward inflight hospitality services.  - academic journal of interdisciplinary studies.  2(11): 179-185. 

ahmad azmi m. ariffin.  (2013).  generic dimensionality of hospitality in the hotel industry: a host-guest relationship perspective.  - international journal of hospitality management.  35:171-179. 

norzalita abd aziz & ahmad azmi ariffin.  (2012).  pemasaran destinasi: peranan imej dalam pasaran pelancongan pulau langkawi.  - .  Bab 16 : 334-349. 

norzalita abd aziz, ahmad azmi ariffin, aminah abdullah & lei mei nart.  (2012).  pasaran makanan fungsian: persepsi dan perubahan sikap pengguna masa kini.  - .  Bab 14 : 289-311. 

norzalita abd aziz, ahmad azmi m. ariffin, nor asiah omar , chin evin.  (2012).  examining the impact of visitors` emotions and perceived quality towards satisfaction and revisit intention to theme parks.  - jurnal pengurusan.  35, September, 97-110. 

ariffin, a.a.m., maghzi, a..  (2012).  a preliminary study on customer expectations of hotel hospitality: influences of personal and hotel factors.  - international journal of hospitality management.  31(1):191-198. 

ahmad azmi m. ariffin and norzalita a. aziz.  (2012).  the effect of physical environment`s innovativeness on the relationship between hosting quality and satisfaction in hotel services.  - international journal of trade, economics and finance.  3(5):337-342. 

mohamed, m., mohd ariffin, a.a..  (2012).  the impact of perceived commercial hospitality on perceived service fairness and behavioral intentions.  - 2012 current issues in hospitality and tourism research and innovations - proceedings of the international hospitality and tourism conference, ihtc 2012;kuala lumpur.  . 

ahmad azmi mohd. ariffin, ehsaneh nejad mohammad nameghi.  (2012).  dimensionality of airline hospitality : a qualitative study among airlines passengers in the malaysian context.  - 4th asia-euro conference 2012 in tourism, hospitality & gastronomy - the way forward : exploring multidisciplinary approaches.  . 

ahmad azmi mohd. ariffin, ehsaneh nejad mohammad nameghi.  (2012).  the impact of country image on airline hospitality :an empirical analysis.  - 4th asia-euro conference 2012 in tourism, hospitality & gastronomy - the way forward : exploring multidisciplinary approaches.  . 

norzalita abd aziz, ahmad azmi m. ariffin, nor asiah omar, siow kim yoon.  (2011).  an investigation of international and domestic tourists` satisfaction in heritage context: implication for destination marketing.  - jurnal pengurusan.  33: 61-76. 

ahmad azmi m. ariffin, atefeh maghzi and norzalita a. aziz.  (2011).  understanding hotel hospitality and differences between local and foreign guests.  - international review of business research papers.  7(1):340-349. 

jason m. s. lam, ahmad azmi m. ariffin, azhar hj. ahmad.  (2011).  edutourism: exploring the push-pull factors in selecting a university.  - international journal of business and society.  12(1):63-78. 

norjaya mohd yasin, aliah hanim mohd salleh, ahmad azmi ariffin & norzalita abd. aziz.  (2011).  marketing the malaysian brand of higher education: does country image matter?.  - 7th global brand conference of the academy of marketing proceedings (brand, identity and reputation: exploring, creating new realities and fresh perspectives on multi-sensory experiences).  . 

norzalita abd aziz & ahmad azmi ariffin.  (2011).  investigating the influential factors on visitors` satisfaction & intention to revisit to theme parks in malaysia.  - eighth international gaber conference proceedings, dubai, uae.  . 

ahmad azmi m.ariffin & norzalita a.aziz.  (2011).  a preliminary study on the influence of design in promoting national identity through national carriers.  - 1st international colloquium on global design and marketing.  . 

mohd fauzi mohd jani, takeru ohe, siohong tih, zaimah darawi, ahmad azmi mohd ariffin, rozita amiruddin, mohd radzuan rahid and ahmad raflis che omar.  (2010).  entrepreneurship education & small and medium enterprises development.  - .  106. 

mohd safar hasim & ahmad azmi mohd. ariffin.  (2010).  sustaining middle east tourists arrivals to malaysia: enhancing malaysia's image as a tourist destination.  - .  Bab 14, 255-266 . 

ahmad azmi m. ariffin & mohd safar hasim.  (2010).  promoting malaysia as top-of-mind destination for the arab tourists.  - .  Bab 13, 242-254 . 

norzalita abd aziz dan ahmad azmi m. ariffin.  (2010).  exploring consumers attitude towards web adversiting and its influence on web ad usage in malaysia.  - jurnal pengurusan.  31(2010):55-63. 

norzalita abd aziz, ahmad azmi m. ariffin.  (2010).  exploring consumers attitude towards web advertising and its influence on web ad usage in malaysia.  - jurnal pengurusan.  31:55-63. 

ahmad azmi m.ariffin, aliah hanim m.salleh, norzalita a.aziz and astuti agustina asbudin.  (2010).  service quality and satisfaction for low cost carriers.  - international review of business research papers.  6(1):47-56. 

naufal bachri, jullimursyida ganto, ahmad azmi m. ariffin, azhar hj. ahmad.  (2010).  identifying the dominant factor of educational service quality for the faculty of economics at malikussaleh university.  - the journal of indonesian management and accounting research.  9(1):44-65. 

ahmad azmi m.ariffin, norzalita a.aziz, & norlailina moha.  (2010).  exploring the relationships between vacation characteristics and materialism.  - the proceedings of the 3rd conference on strategy and marketing, beijing china..  . 

aliah hanim mohd salleh, prof. dr. aliah hanim mohd. salleh, norjaya mohd yasin, norzalita abd. aziz & ahmad azmi mohd. ariffin.  (2010).  developing a higher education brand index for malaysia - country report: indonesia.  - penilaian potensi pasaran.  . 

aliah hanim mohd. salleh, ahmad azmi mohd ariffin, siohong tih & astuti agustina asbudin.  (2010).  zone of tolerance for service attributes in full-service airlines versus low-cost carriers.  - 11th international research seminar in service management.  . 

ahmad azmi m.ariffin.  (2009).  meetings tourism: novelty seeking behavior in corporate meeting destination choice.  - .  201. 

aliah hanim mohd. salleh, ahmad azmi mohd. ariffin, june m. l. poon and aini aman.  (2009).  services management and marketing : studies in malaysia.  - .  300. 

aliah hanim m. salleh, ahmad azmi mohd.ariffin, norzalita abd. aziz & astuti agustina asbudin.  (2009).  passenger expectations of service quality and their satisfaction toward full-service airlines versus low-cost carriers.  - .  121-140 (Bab 6). 

ahmad azmi mohd. ariffin, norzalita abd. aziz.  (2009).  service quality and zone of tolerance in malaysian banking services.  - chapter 5.  Bab 5 - mukasurat 87-98. 

ahmad azmi m.ariffin, mohd safar hasim.  (2009).  marketing malaysia to the middle east tourists : towards a preferred inter-regional destination.  - international journal of west asian studies.  1(1): 43-58. 

norzalita a.aziz, ahmad azmi m.ariffin, tan wie vien.  (2009).  kajian awalan ke atas potensi pelancongan kembaraan dalam pasaran remaja di malaysia.  - jurnal pengurusan.  29(29):57-74. 

norzalita abd aziz, ahmad azmi m.ariffin.  (2009).  identifying the relationship between travel motivation and lifestyles among malaysian pleasure tourists and its marketing implications.  - international journal of marketing studies.  1(2): 96-106. 

aliah hanim mohd. salleh, ahmad azmi mohd ariffin, norzalita abd. aziz & astuti agustina asbudin.  (2009).  how do passengers` expectations of full-service airline services versus low-cost carriers influence their satisfaction levels?.  - proceedings of the first international workshop on business education and research, 16-17 november 2009, ukm-graduate school of business, bangi, malaysia.  . 

norzalita abd aziz, ahmad azmi mohd ariffin dan nor asiah omar.  (2009).  usage intention of internet banking: the role of perceived utilitarian value , hedonic value and website quality.  - proceedings of the 11th international business research conference (icbrc) / world business institute, australia.  . 

azhar ahmad, ahmad azmi mohd ariffin, mhd suhaimi ahmad, rizqi fakhri.  (2009).  educational tourism: evaluating service quality of universiti kebangsaan malaysia (ukm) towards foreign students.  - arab malaysian global business education, cairo.  . 

ahmad azmi m.ariffin, aliah hanim m.salleh, norzalita a.aziz & astuti agustina asbudin.  (2009).  determining passengers` expectation, service quality and satisfaction for low cost carriers.  - proceedings of the 11th international business research conference (icbrc) / world business institute, australia.  .