AbstractThis 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.
Passenger perceptions of service quality: Korean and Australian case studies
Journal of Air Transport Management ; 13 , 4 ; 238-242
2007-01-01
5 pages
Aufsatz (Zeitschrift)
Elektronische Ressource
Englisch
Passenger perceptions of service quality: Korean and Australian case studies
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