A multi-group analysis of social media engagement and loyalty constructs between full-service and low-cost carriers in Hong Kong

Lee, C. K. M.; Ng, Kwun-Tak; Chan, Hing Kai; Choy, King Lun Tommy; Tai, Wei; Choi, Laee

doi:10.1016/j.jairtraman.2018.08.009

Cited by 53 publications

(53 citation statements)

References 81 publications

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“…As a result of this study, it was found that in-flight service quality positively affects value for money. This finding supports previous studies (Chen and Liu 2017;Lee et al 2018;Šebjan et al 2017). All predictors, according to Wald's statistics, had a significant effect on value for money.…”

Section: Discussion Of the Findingssupporting

confidence: 91%

The Role of In-Flight Service Quality on Value for Money in Business Class: A Logit Model on the Airline Industry

Atalık

Bakır

Akan

2019

Administrative Sciences

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The main purpose of this study was to investigate the effect of in-flight service quality on value for money for business passengers in airlines. In this study, in-flight service quality included four dimensions—seat comfort, staff service, food and beverages, and in-flight entertainment—while value for money was used as a dichotomous variable. In the study, 1096 business passenger reviews were employed through secondary data. Logistic regression analysis was used to investigate the relationships between the variables and finally the success of classification was tested by the ROC (Receiver Operating Characteristics) curve. As a result, the findings indicate that the proposed logit model sufficiently explains the relationship between in-flight service quality and value for money in business passengers. Moreover, the study provides a deep understanding of how passengers perceive in-flight service quality in business class. The study also reveals that seat comfort has the highest impact on value for money.

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Section: Discussion Of the Findingssupporting

confidence: 91%

The Role of In-Flight Service Quality on Value for Money in Business Class: A Logit Model on the Airline Industry

Atalık

Bakır

Akan

2019

Administrative Sciences

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“…Female students showed more symptoms of depression than males [55]. Excessive social media use may cause depression, stress, and anxiety among students [60,63] and may increase cyber-bullying [16], the wasting of time [17], and health hazards in a student's life [120,121].…”

Section: Discussionmentioning

confidence: 99%

“…By February 2017, Snapchat use had reached 79% engagement among the younger generations [137,138]. In Hong Kong, almost 96% of people using smartphones browse the internet daily, which is the highest percentage in Asian countries [120]. In the proceedings of the 10th International Conference SCSM 2018, it was concluded that social media users experience a change in social behavior by using social media excessively, raising privacy, motivation, isolation and ethical issues [139].…”

Section: Discussionmentioning

confidence: 99%

The Impact of Social Media on Learning Behavior for Sustainable Education: Evidence of Students from Selected Universities in Pakistan

et al. 2019

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In today’s world, social media is playing an indispensable role on the learning behavior of university students to achieve sustainable education. The impact of social media on sustainable education is becoming an essential and impelling factor. The world has become a global village and technology use has made it a smaller world through social media and how it is changing instruction. This original study is amongst the few to perform a focalized investigation on revealing the relationship between positive and negative characteristics of social media and the learning attitude of university students for sustainable education. However, this study aims to examine the constructive and adverse factors that impact on students’ minds and how these helped students to share positive and negative aspects with others. It is increasingly noticeable that social networking sites and their applications present enormous benefits for as well as risks to university students and their implications on students’ psychological adjustment or learning behaviors are not well understood. This study adapted the cluster sampling method, and respondents participated from five selected regions. Researchers distributed 1013 questionnaires among the targeted sample of university students with an age range of 16 to 35 years, and they collected 831 complete/valid responses. This study applied the social gratification theory to examine students’ behavior practicing social media usage. This study specifically identified 18 adversarial and constructive factors of social media from the previous literature. The findings revealed that the usage of social media in Pakistan has a negative influence on a student’s behavior as compared to positive aspects. Results may not be generalized to the entire student community as findings are specific to the specific respondents only. This study presents a relationship between antithetical and creative characteristics of social media and exhibits avenues for future studies by facilitating a better understanding of web-based social network use.

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“…Therefore research used or identified the service attributes for a particular region or markets or they are validated for a particular markets (e.g. Lee et al, 2018;Forgas et al, 2010). It could be quite important to determine these key attributes in a broader context.…”

Section: Customer Satisfaction and Airline Business Model And Servicementioning

confidence: 99%

Voice of airline passenger: A text mining approach to understand customer satisfaction

Sezgen

Mason

Mayer

2019

Journal of Air Transport Management

144

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This paper investigates the key drivers of customer satisfaction and dissatisfaction towards both, full-service and low-cost carriers and also towards, economy and premium cabins. Latent Semantic Analysis-a text mining and categorisation technique ─ is applied to analyse online user-generated airline reviews. Over five thousand passenger reviews for fifty (50) airlines were collected from the online review site, TripAdvisor. Findings show that there are fundamental differences in the drivers of passenger satisfaction depending on the class of air travel purchased, and whether the airline is a low cost or a full service carrier. Friendliness and helpfulness of staff are the key factors for those travelling in Economy Class, product value is key for those in premium cabins, and a low price is the key satisfaction driver for those that choose to travel on a low cost airline. The research also shows that the service attributes seat comfort and legroom, luggage/flight disruptions and staff behaviours are the main reasons for passengers' dissatisfaction among all groups. This study provides an alternative customer satisfaction analysis for managers to hear the voice of their customers by using a well-established text mining technique and by analysing the reviews of satisfied and dissatisfied customers.

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A multi-group analysis of social media engagement and loyalty constructs between full-service and low-cost carriers in Hong Kong

Cited by 53 publications

References 81 publications

The Role of In-Flight Service Quality on Value for Money in Business Class: A Logit Model on the Airline Industry

The Role of In-Flight Service Quality on Value for Money in Business Class: A Logit Model on the Airline Industry

The Impact of Social Media on Learning Behavior for Sustainable Education: Evidence of Students from Selected Universities in Pakistan

Voice of airline passenger: A text mining approach to understand customer satisfaction

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