The effect of airline service quality on passengers’ behavioural intentions: a Korean case study

The effect of airline service quality on passengers’ behavioural intentions: a Korean case study

Journal: Air Transport Management

Author: Jin-Woo Park, Rodger Robertson, Cheng-Lung Wu

Published: 2004

Abstract

This paper seeks to improving our understanding of air passengers’ decision-making processes by testing a conceptual model that considers service expectation, service perception, service value, passenger satisfaction, airline image, and behavioural intentions simultaneously. For this testing, path analysis via maximum likelihood estimator is applied to data collected from Korean international air passengers. Service value, passenger satisfaction, and airline image are each found to have a direct effect on air passengers’ decision-making processes.

Keywords: Airline service quality; Service value; Path analysis

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