Airline service quality in South Africa and Italy

The paper examines emerging service factor considered by domestic airline passengers in South Africa and Italy. The findings revealed the emergence of very similar factor structures between the two countries. To an extent, these factors represent the various inter-linking service spheres that passen...

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Bibliographic Details
Published inJournal of air transport management Vol. 25; pp. 19 - 21
Main Authors De Jager, J.W., Van Zyl, D., Toriola, A.L.
Format Journal Article
LanguageEnglish
Published Elsevier Ltd 01.12.2012
Subjects
Air transport
Airline customer experience
Airline marketing
Airline service quality
Commercial aircraft
Commercial planes
Domestic
Encounters
Management
Passengers
Quality
Airline customer experience
Airline marketing
Airline service quality
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Summary:The paper examines emerging service factor considered by domestic airline passengers in South Africa and Italy. The findings revealed the emergence of very similar factor structures between the two countries. To an extent, these factors represent the various inter-linking service spheres that passengers encounter along the service value chain offered by airlines. The findings also revealed that both samples had similar views regarding the relative importance of the factors. ► Analysis of service factors reported by airline passengers. ► Challenges in managing overall customer experience in service value chain. ► Implications for marketing and customer satisfaction of prior travel experience.
Bibliography:ObjectType-Article-1
SourceType-Scholarly Journals-1
ObjectType-Feature-2
content type line 23
ISSN:0969-6997
1873-2089
DOI:10.1016/j.jairtraman.2012.04.002