Criticle critique

Assignment 3: ARTICLE CRITIQUE

Article Critique

Hamdan Bin Mohamed Smart University

Submitted to

Prof. Mohammed Sadiq Sohail

Research Methods -RESM610

11-Mar-2021

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ARTICLE CRITIQUE

Names of the Authors - Abdulwahab Saeed Al-Gahtani and Sadiq Sohail M

Title of article- Measuring service quality at King Fahd International Airport

Title and other details- Int. Journal of Services and Standards, Vol. 1, No. 4, 2005

Statement of the Problem- The number of passengers in KFIA has declined considerably

triggering the need to undertake research. Establishing the quality of services offered would

enable the management to make informed decisions regarding improving services thereby

bring the customers back.

Purpose, method, hypothesis, and major conclusions

The authors of the article sought to establish the nature as well as the quality of

services offered at KFIA. The authors used questionnaires as a precise research instrument

for this research. The research hypothesis of this article was that KFIA performed below

expectations in fundamental areas of service quality such as cost, cleanliness, and provision

of flight information to clients. The major conclusion was that KFIA scored below

projections values for services linked to the guidance in the airport, flight information,

cleanliness, check-in facilities as well as parking space and that the management needed to

address these aspects.

Article Title

The article is about measuring the quality of service at King Fahd International

Airport (KFIA). The title is appropriate and clear. The number of words is few, precise,

informative, and profoundly indicates the content of the journal article. Besides, keywords

like measuring, quality, and airport under study are indicated. According to Alimoradi et al.

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(2016), the inclusion of precise keywords in the title of the article is not only significant in

article visibility and citation but indicates the comprehensive nature of the article.

Consequently, by evaluating the title, the reader may extract the inclusive information that

they need.

Abstract

The abstract is specific. It indicates the sample size, states the objective, and briefly

mentions the subject being reviewed as well as the precise dimensions evaluated in the

article. Nevertheless, it does not represent the entire information provided in the journal

article and thus cannot be considered to be incorrect form. The abstract does not provide

coherent and comprehensive connections of the material included in the other parts. While no

new information is added, a comprehensive summary of major parts in the journal is not

visible. For instance, a summary of the findings and principal conclusion is non-existence.

Correspondingly, the concise description of the methodology employed in correcting the

data, analysis, and processing is not indicated. Informational abstract ought to provide a

concise summary of the major papers sections including introduction, methods used, the

outcomes, discussion, and deductions (Andrade, 2011). These essential parts are missing in

the abstract.

Purpose in the Introduction

The purpose of the journal article is not made clear in the introduction. Instead, it

focuses on the significance of the article and particularly the outcome. The authors indicate

that they seek to handle the development of KFIA in Saudi Arabia as well as its struggles at

increasing operational efficiency and client satisfaction. It also indicates the importance of

the study, which is to increase client satisfaction. Nevertheless, the introduction does not

stipulate the precise purpose of the journal in line with the presented title, which is to

measure the quality of service at KFIA. The introduction should indicate the study's purpose

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either as a question, hypothesis, or research problem (USC, 2021). The concise elucidation of

the study purpose not only offers the rationale of undertaking the research, the context, and

scope but informs the reader of what they expect throughout the paper.

Errors of Fact and Interpretation

I do not get any errors in fact and interpretation. The information provided as well as

the actual references are precise. For the several articles that I randomly reviewed in this

study, the information provided greatly matched with the one in the referenced article. For

instance, an article by Buttle (1996) that was referenced in the introduction provided

information that was consistent with the one presented in the study. In this article, firms

operating in the service industry offer effective multiple service products, which permit

quality-management practitioners to create strategies that have proved valuable in enhancing

service quality. According to Buttle (1996) firms offering services keep accurate records.

Fundamentally, they have permitted quality-management practitioners to come up with

effective approaches to improving the service quality. Essentially, this aspect was accurately

captured in this journal article.

The relevance of the Discussion

All of the discussion in the journal is relevant and match the primary purpose of the

study. The information provided is related to the subject. The discussion provided describes

and interprets the topic without providing superfluous information. For instance, the

discussion section of the study designates the importance of the research findings concerning

the existing research problem that was being investigated. It also explicates novel insights

and understanding that resulted from the study. For instance, the authors extensively cover

the degree to which the management of KFIA has focused on improving products and service

standards such as customer satisfaction, prices of products and services, quality of facilities,

and aspects such as cleanliness. The authors have also shown the impact of the changes that

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have been undertaken as well as managerial implications of such changes. Vieira, De Lima &

Mizubuti (2019) argue that the discussed information should explicate how the study

progressed, critical thinking of the issue being discussed, reasonable synthesis of the

outcomes as well as profound conceptualization of the problem that was already identified. In

this journal article, the authors have ensured that they have formulated their content in a way

that the discussion provided is inclusive and highly relevant to the study.

Citing Pertinent Literature

The authors have cited the pertinent literature. All the references provided by the

author are relevant to the topic under study. Most of the articles referenced by the author are

journal articles that contain information linked to the article. Other articles referenced in this

study are from progressive and reputable media houses in the region, which provide accurate

and recent information regarding the events in KFIA. For instance, the news article published

by Arab News and written by Ghafour in the year 2003 provided inclusive information

regarding why passengers avoided KFIA. According to the article, there was a considerable

decrease in the number of passengers passing through King Fahd airport because many

international airlines avoided high operational costs in this airport (Arab News. 2003).

Besides, the journal article written by Chen, Chong, Gering, and Chuang was highly relevant

in this study. According to this article, deregulation makes utility firms focus on services and

products that grow their operational efficacy when offering services to the consumer. It

suggests that businesses should undergo continuous innovation and constant learning to

acquire a competitive advantage (Chen, Chong, Gering & Chuang, 2005). Consequently, this

referenced journal article is highly relevant to this study because it offers information that

responds to contemporary business demands in a highly dynamic environment.

Emphasis of Ideas

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The ideas in this journal article have not been overemphasized or underemphasized.

Consequently, they are precise and accurate. The authors have concentrated their efforts on

precise ideas that are directly relevant to the topic under study. For instance, when evaluating

the survey instrument, the authors focused on how the questionnaire was developed, and its

constituent parts as well as study respondents. The perceptions and expectations were

captured in one dispensation as stipulated (Carman, 1990). The authors avoided

overemphasizing any idea. Correspondingly, when stating the problem, the authors focused

precisely on decrease passenger number as a major troubling aspect in KFIA. Additional

information that may contradict or superfluously exacerbate the stated problem is largely

avoided.

Expanding Manuscript

Certain sections of the manuscript should be expanded. One of the major areas that

require expansion in this study is the discussion. The authors have undertaken extensive

effort to describe as well as interpret the importance of the findings obtained in this research

in line with the previously known information about the problem that was identified.

Nevertheless, extensive explications of any novel understanding, as well as freshly obtained

insights, are not optimally undertaken. A lot of writings have been dedicated to the analysis

of the findings that were obtained from the study that was conducted. Diminished information

regarding the novel understanding, as well as freshly obtained insights, was included in the

discussion section. The authors combined analysis and discussion instead of presenting them

differently thereby dedicating large effort toward analysis. Besides, minimal effort was

dedicated toward linking the discussion to the previous sections, particularly the introduction

because the journal article lacked stipulated research questions. The discussion needs to be

connected to the introduction through hypotheses or research questions as well as reviewed

literature (Sacred Heart University, 2021). Similarly, it should elucidate how the study moved

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from the research problem through other sections of the research and then connect it to new

insights and information from other sources.

Clarity of the Statement

The author’s statements are clear. There are no statements that provide information

that seems ambiguous in a way that the reader cannot understand. The statements are concise

and clear demonstrating that words have been selected precisely and deliberately to eliminate

ambiguity and redundant information. According to Huang (2021) word selection in research,

writing should be selected in a way that they do not interfere or alter the meaning or impair

the audience’s comprehension. The authors do not use fancy words or introduce inappropriate

statements when presenting ideas.

Underlying Assumptions

The author does not have underlying assumptions. The information provided by the

authors is based on facts and has been stipulated.

Objectivity in the Discussion

The author has been objective in his discussion of the topic. The authors are

concerned with facts. They are not inclined toward biases or personal feelings. They are fair

in that they consider all aspects of the argument. For instance, the authors recognized that

study participant were not satisfied with airport cleanliness. Nevertheless, they also

documented that the study participants were satisfied with the state cleanliness of the airport

washrooms (491). The authors present all the information that they obtained from the field

without any form of biases. Value judgments are conspicuously lacking in this study.

Fundamentally, the presented information is credible and professional. Furthermore, the

authors recognize that the exploratory research that they have conducted presented interesting

outcomes. Nevertheless, they also cautioned the reader that various limitations exist. For

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instance, they recognized that the sample size was limited and that the results of the study

should be treated as tentative waiting for additional verification.

The objective of the Experiment

The objective of the experiment is significant for the field. The objective of this

experiment was to establish the extent to which KFIA offers quality services to its clients.

This objective is not only significant to the management of this public transport facility but is

valuable in this field. The outcomes highlight reliable observations that need to be considered

when making decisions regarding the provision of quality services to the customers. Before

the study was undertaken, the low quality of services offered was generally found to have

resulted from a decrease in the number of customers using KFIA. When the study was

undertaken, the precise factors that caused the customer to decline flight information,

cleanliness, guidance in the airport, parking space as well as check-in facilities were

identified (492). Fundamentally, the management of KFIA was able to recognize precise

factors that they needed to address. This outcome is valuable not only to KFIA but to any

other airport in the region or the entire aviation field in general.

Adequacy of Experimental Methods

The experimental research methods were adequately described. The authors described

other authors who used the research methodology utilized in this study. For instance,

Parasuraman et al. (1988) utilized SERVQUAL, a twenty-two-item implement that captured

client’s anticipations of service as well as their insights of the established service. The

improved instrument was utilized in this study. Correspondingly, the appropriately structured

research instrument was designated. For instance, in the second stage of the research process,

a survey instrument (questionnaire) was developed to assess the quality of service. The first

section of the questionnaire sought data from the participants on the twenty-five

acknowledged variables. The first part of the questionnaire also captured perceptions and

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expectations in precise presentation (487). The second section was designed to capture the

nationality, age, gender as well as income of the participants to help in purposes.

Appropriateness of the Study Design and Methods

The methods and design of the study were suitable for the study purposes. For

appropriate measurement of the service quality at KFIA, the utilized experimental instrument

is highly appropriate. The reason is that it not only captured a large number of variables and

undertaken in two parts but captured the perceptions and expectations of the respondents

(487). The second part made it possible to classify respondents into various categories

thereby providing reliable information for analysis. The design was also suitable for the study

purpose. The reason is that the authors specified the kind of evidence necessary to test a

theory. For instance, this research was designed in a way that twenty-five variables were

necessary to develop a quantitative index of features as well as factors that determine quality

in the KFIA facility (486-487). This design was precisely suitable for measuring the quality

of service at KFIA.

Presentation of the Procedures

The procedure was presented in sufficient detail to permit a reader to duplicate them.

The process of planning the research, particularly the data gathering process was stipulated.

For instance, the process of traveling to KFIA, soliciting for the cooperation of participants,

informing participants, and distribution of questionnaires was provided. According to USI

(2021), only the most significant aspects of the research procedures should be provided in the

study. The researcher should always assume that the readers have a basic understanding of

how the research problem should be investigated. Providing pronounced detail regarding

precise methodological procedures is inappropriate.

Calculations and Statistical Methods

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The statistical methods applied in this study are appropriate. For instance, the number

of questionnaires that were initially distributed was 400. Approximately 188 questionnaires

were collected, which constituted 47% (487). Besides, the nationality of less frequent Saudi is

travelers were 73, which constituted 60% of the travelers. The number of non- Saudi travelers

was 23, which constituted approximately 34% (488). The verified samples show that the

calculations were correct. The data analysis section is very significant in any research

process. The numbers must be accurate to obtain the right deductions. Interpretation will be

faulty if the information obtained is erroneous (McInnes et al., 2018). Fundamentally, the

findings in this research are reliable because they are based on precise information. The

statistical methods used in this experiment are appropriate.

Duplication of Content

There is no content that I found repeated or duplicated in this journal article. All the

information provided was new and completely fitted that precise section. Correspondingly,

the author provided additional information from other sources thereby enriching his findings,

and successfully cited these authors.

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References

Alimoradi, F., Javadi, M., Mohammadpoorasl, A., Moulodi, F., & Hajizadeh, M. (2016). The

effect of key characteristics of the title and morphological features of published

articles on their citation rates. Annals of Library and Information Studies

(ALIS), 63(1), 74-77.

Andrade, C. (2011). How to write a good abstract for a scientific paper or conference

presentation. Indian Journal of Psychiatry. 53(2): 172–175.

Arab News (2003 April 17) Passengers, Airlines Shy Away From KFIA. Retrieved from

https://www.arabnews.com/node/230805

Buttle, F. (1996). SERVQUAL: review, critique, research agenda. European Journal of

marketing.

Carman, J.M. (1990) ‘Consumer perceptions of service quality: an assessment of the

SERVQUAL dimensions’, Journal of Retailing, Vol. 66, pp.33–55.

Chen, J., Chong, P., Gering, K. and Chuang, T. (2005) ‘Improve customer service through

organizational learning: a case study’, International Journal of Innovation and

Learning, Vol. 2, No. 1, pp.79–89.

Huang (2021). Stem Style Guide Technical Communication Program. Stanford Engineering.

Retrieved from https://stanford.edu/class/ee267/WIM/writing_style_guide.pdf

McInnes, M. D., Moher, D., Thombs, B. D., McGrath, T. A., Bossuyt, P. M., Clifford, T. &

Willis, B. H. (2018). Preferred reporting items for a systematic review and meta-

analysis of diagnostic test accuracy studies: the PRISMA-DTA

statement. Jama, 319(4), 388-396.

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Parasuraman, A., Berry, L. and Zeithaml, V. (1988) ‘SERVQUAL: a multiple item scale for

measuring consumer perceptions of service quality’, Journal of Retailing, Vol. 64,

pp.12–40.

Sacred Heart University. (2021). Organizing Academic Research Papers: 8. the Discussion.

Retrieved from https://library.sacredheart.edu/c.php?g=29803&p=185933

University of Southern California (USC). (2021). Research Guides. Retrieved from

https://libguides.usc.edu/writingguide/introduction#:~:text=It%20establishes%20the%

20scope%2C%20context,questions%2C%20explaining%20briefly%20the%20method

ological

Vieira, R. F., De Lima, R.C. & Mizubuti, E.S. (2019). How to write the discussion section of

a scientific article. Retrieved from

https://www.scielo.br/scielo.php?script=sci_arttext&pid=S1807-86212019000100102