Passenger perceptions of service quality: Korean and Australian case studies

Journal of Air Transport Management

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


 براي دريافت نسخه کامل مقاله فوق، فرم زير را تکميل نماييد:

    نام و نام خانوادگی:

    پست الکترونیکی:

    عنوان مقاله:

    نام ژورنال:

    سال انتشار:

    لطفاً تصویر امنیتی زیر را در محل مربوط، وارد کنید.
    captcha

    مطالب مرتبط

    نظر بدهید

    نشانی ایمیل شما منتشر نخواهد شد. بخش‌های موردنیاز علامت‌گذاری شده‌اند *