Passenger perceptions of service quality: Korean and Australian case studies

Passenger perceptions of service quality: Korean and Australian case studies

Journal: Air Transport Management

Author: Jin-Woo Park

Published: 2007

Abstract

This paper investigates air passengers’ perceptions of 11 factors that may influence their buying behaviour namely, in-flight service, reservation-related service, airport service, reliability, employee service, flight availability, perceived price, passenger satisfaction, perceived value, airline image, and overall service quality. Analysis of variance and an independent sample t-test are applied to data collected from Korean and Australian international air passengers. The results reveal that passenger perceptions are significantly different across airlines, seat classes, and usage frequencies.

Keywords: Passenger segmentation; Airline passenger perceptions; Airlines choices; Buying behaviour

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