Cross-cultural perspectives regarding service quality and satisfaction in Chinese cross-strait airlines

Cross-cultural perspectives regarding service quality and satisfaction in Chinese cross-strait airlines

Journal: Air Transport Management

Author: Jin-Long Lu, Feng-I Ling

Published: 2008

Abstract

Although the same culture and language pertains in Taiwan and the Chinese mainland, perceptions of service quality vary. Here notions of air service quality is examined in terms of passengers’ backgrounds, and especially of those from cross-strait areas based on the perception data of Taiwan travelers and Mainland China travelers. Significant differences are found between cross-strait airlines and Taiwan and Mainland China travelers regarding service attributes.

Keywords: Cross-strait airlines; Service quality; Cross-cultural

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