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.


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  • Accession Number: 01055173
  • Record Type: Publication
  • Files: TRIS
  • Created Date: Aug 19 2007 12:10PM