A voice in the skies: Listening to airline passenger preferences

Kurtulmuşoğlu, Feride Bahar; Can, Gülin Feryal; Tolon, Metehan

doi:10.1016/j.jairtraman.2016.07.017

Cited by 40 publications

(37 citation statements)

References 57 publications

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“…The hypothesized impact of airline meal quality on attitude toward the behavior is tested. Our results show that sensory and health-related food quality significantly influences attitude (β = 0.495, p < 0.01) and that convenience and process food quality significantly influences attitude (β = 0.329, p < 0.01), in contrast with prior literature, i.e., Kurtulmuşoğlu et al [34], who regard in-flight catering service/meal as the least most important attribute when classifying a preferred airline. Hence, the results support hypotheses 1 and 2.…”

Section: Structural Model and Hypotheses Testingcontrasting

confidence: 99%

“…British Airways, Air France, and Qantas, for examples, not only employ top-class chefs for a higher quality level of in-flight food and beverage, but also pay meticulous attention to in-flight menu selection and development [33]. On the flip side, Kurtulmuşoglu et al [34] reported that airline meal quality and variety were ranked unprecedentedly as the most unimportant criteria for passengers when identifying a preferred airline. Whilst the particular empirical study provided an interesting viewpoint on the importance of airline food, Tu [35] on the other hand, has warned that an unappealing meal experience onboard an aircraft could prove detrimental, as it may leave a negative imprint on passengers' total flight experience.…”

Section: Airline Meal Quality and Its Dimensionsmentioning

confidence: 99%

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Sensory/Health-Related and Convenience/Process Quality of Airline Meals and Traveler Loyalty

et al. 2020

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Little evidence is available on how airline meals and their dimensions affect customers’ loyalty generation procedure and behaviors towards airline products. This research is designed to elucidate airline customer loyalty generation procedure by uncovering the specific role of airline meals and their dimensions, attitude, satisfaction, and love. Using a quantitative method, empirical findings from the structural analysis successfully offer a good understanding of airline food quality and its role, identify the vital triggers of customer loyalty, and uncover the silent mediating role of airline love in affecting loyalty. Taking one step further beyond the theorizations in the existing studies of airline customers’ post-purchase behaviors, the present study builds a strong conceptual framework relating airline food quality, attitude, satisfaction, airline love, and customer loyalty.

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Section: Structural Model and Hypotheses Testingcontrasting

confidence: 99%

Section: Airline Meal Quality and Its Dimensionsmentioning

confidence: 99%

Sensory/Health-Related and Convenience/Process Quality of Airline Meals and Traveler Loyalty

et al. 2020

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“…While passenger choice of LCC or FSC has been examined in European shorthaul markets (Castillo-Manzano & Marchena-Gómez, 2011;Forgas et al, 2010;Kuljanin & Kalić, 2015;Kurtulmuşoğlu, Can, & Tolon, 2016;Mason, 2001;Mikulić & Prebežac, 2011;O'Connell & Williams, 2005), recent passenger choice studies comparing LCC or FSC have not been found in the U.S. Additionally, the findings of existing scholarly research on passenger choice of LCC or FSC in short-haul markets may not be generalizable to long-haul markets, and existing research has not been found for LCLH versus FSC in any air market.…”

Section: Existing Passenger Survey Researchmentioning

confidence: 99%

Low-fare flights across the Atlantic: Impact of low-cost, long-haul trans-Atlantic flights on passenger choice of Carrier

Hunt

Truong

2019

Journal of Air Transport Management

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Full-service carriers (FSCs) have long ruled the transAtlantic market, due to the absence of low fare competition, which has kept airfares high. However, renewed interest in lowcost, long-haul (LCLH) flights was prompted by efficient aircraft, low fuel prices, liberalization of air markets, and low-cost carriers' growth opportunities. Since 2013, multiple LCLH carriers have commenced transAtlantic operations, and their market share has grown to 8%. In response, FSCs are establishing their own LCLH subsidiaries and/or introducing basic economy airfares to more effectively compete in the transAtlantic market. The purpose of this dissertation was to further the understanding of LCLH and FSC passengers in the transAtlantic market by determining what demographics and airline service attributes affected their choice of carrier type, and also what impacted their willingness to switch carrier type and the amount they were willing to pay to do so. A total of 1,412 transAtlantic economy and premium economy passengers were surveyed at Los Angeles (LAX) and Seattle-Tacoma (SEA) Airports, which included those who had flown an LCLH (n = 787) or an FSC (n = 625). Exploratory and confirmatory factor analyses were performed to develop a factor structure for passenger travel experience attributes, which were identified as: Operations, Comfort, Onboarding, Service, and Flight Schedule, along with a variable, Airfare. v Binary logistic regression was used to determine the variables/factors that affected passenger choice of LCLH or FSC. Younger passengers preferred LCLH carriers, whereas older passengers preferred FSCs. Airfare was the most important predictor of choice of carrier type, followed by Comfort, Service, and Flight Schedule. Satisfaction with Airfare and Comfort were associated with choice of an LCLH carrier, whereas satisfaction with Service and Flight Schedule were associated with choice of an FSC. Willingness to switch from an LCLH to an FSC was evaluated, with 55% of respondents indicating they would remain loyal, and 45% of them being willing to switch to an FSC. Decision tree analyses were utilized to show the relationships between variables/factors that were relevant for passenger switching decisions. The variables/factors that affected an LCLH passenger's willingness to switch to an FSC were: Airfare, Income, Education, Age, Gender, Comfort, and Operations. Binary logistic regression was utilized to determine that Age, Education, and Cabin Class affected willingness to pay more to switch to an FSC. Willingness to switch from an FSC to an LCLH was evaluated, with 76% of respondents indicating they would remain loyal, and 24% being willing to switch to an LCLH carrier; with a decision tree showing that Gender, Service, Airfare, and Onboarding affected this decision. Binary logistic regression was utilized to determine that Airfare, Nonstop Flights, and Courtesy and Responsiveness affected willingness to pay less to switch to an LCLH carrier. This research has demonstrated that often overlooked aspects of air travel,...

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“…Ticket price has a positive effect on passenger satisfaction and loyalty. Kurtulmuşoğlu et al [26] studied behaviours of passengers to identify the most important priorities for their expectations. They said that airlines should listen to passengers' voice and attend to their expectation, but it is difficult or even impossible to answer all their expectations.…”

Section: Literature Reviewmentioning

confidence: 99%

Exploring Energy Efficiency and Service Quality of Airlines with Cruise Speed Control

Gholami

Jalalian

Ramezanian

2016

IJOR

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In the past decade, fuel consumption and CO2 emission have increased in the airline industry. Large CO2 footprint has a damaging effect on the environment. Global concerns over this issue have made the airline industry to be greener. Most efforts of the green airline industry are improving the fuel consumption to reduce the CO2 emission and its environmental damage. Here, we use cruise speed control to control the fuel consumption and CO2 emission. Each aircraft has a different speed level needing a different fuel consumption. Service quality is studied besides the energy consumption. We investigate two objectives including total energy consumption (TEC) and passenger service level (PSL). TEC and PSL are conflicting in nature. We develop a mixed-integer nonlinear programming model to integrate schedule design, aircraft assignment and maintenance routing problems. We make use of the augmented ε-constraint method to solve the problem. To evaluate the model, a real data based on the Emirates airline flights is used. The results are compared using four different scenarios.Gholami, Jalalian and Ramezanian environment [39]. Also, there is a limit on CO2 emission in some countries [10]. Therefore, the airline industry tries to be eco-friendly and greener to reduce the damaging environmental effect. Green consideration has an economic benefit besides the positive environmental effects. Green efforts reduce the fuel consumption and CO2 emission in the airline industry. In this way, the fuel cost is reduced. Therefore, managers can price flight ticket at a lower rate. High prices have negative effects on customer loyalty [25], but low prices can attract more passengers and increases the market share. Green efforts can increase revenues by reducing costs and ticket prices. Also, positive publicity of green airlines encourages passengers to pay more for green flights as they pay more for better services [19]. Service quality is another important element to attract passengers. Improving the service level increases passengers' satisfaction and loyalty.Many researchers in operational research took advantage of optimization problems to reduce costs [9]. Results of operational research in the airline problems including schedule design, aircraft assignment and maintenance routing have proven to be effective for the industry [4]. We propose a new bi-objective mixed-integer nonlinear programming (MINLP) model to integrate schedule design, aircraft assignment and maintenance routing problems. We focus on total energy consumption and passenger service level as two conflicting objectives. We consider cruise speed control to overcome the conflict. Not having an effective model may lead to catastrophic damages. For example, an accident occurred for the Brazilian football players while traveling from Brazil to Colombia killing 72 passengers. The accident was due to inappropriate aircraft assignment to the flight. Aircraft fuel tank capacity was not enough for the flight. Therefore, the fuel finished before aircraft reached the destination...

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A voice in the skies: Listening to airline passenger preferences

Cited by 40 publications

References 57 publications

Sensory/Health-Related and Convenience/Process Quality of Airline Meals and Traveler Loyalty

Sensory/Health-Related and Convenience/Process Quality of Airline Meals and Traveler Loyalty

Low-fare flights across the Atlantic: Impact of low-cost, long-haul trans-Atlantic flights on passenger choice of Carrier

Exploring Energy Efficiency and Service Quality of Airlines with Cruise Speed Control

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