Passenger Perceptions of Service Quality: Korean and Australian Case Studies

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.

• Record URL:
  http://www.sciencedirect.com/science/article/B6VGP-4NT24RX-1/2/369e8388f2464372055216d7662a95f9
• Availability:
  • Find a library where document is available. Order URL: http://worldcat.org/oclc/31005945
• Supplemental Notes:
  • Abstract reprinted with permission from Elsevier.
• Authors:
  • Park, Jin-Woo
• Publication Date: 2007-7

Language

• English

Media Info

• Media Type: Print
• Features: References; Tables;
• Pagination: pp 238-242
• Serial:
  • Journal of Air Transport Management
  • Volume: 13
  • Issue Number: 4
  • Publisher: Elsevier
  • ISSN: 0969-6997
  • Serial URL: http://www.sciencedirect.com/science/journal/09696997

Subject/Index Terms

• TRT Terms: Airports; Behavior; Case studies; Data collection; Flight; Passengers; Quality of service
• Geographic Terms: Australia; South Korea
• Subject Areas: Aviation; Passenger Transportation; Terminals and Facilities;

Filing Info

• Accession Number: 01055173
• Record Type: Publication
• Files: TRIS
• Created Date: Aug 23 2007 10:40AM