Airline quality assessment towards strategic tourism management improvements

Abstract

Purpose The purpose of this study is to compare the results of customer satisfaction indices (SI) in the literature and to propose equations to show that the reverse attribute needs to be taken into account in these calculations owing to its impact on customer satisfaction. Design/methodology/approach To propose equations that take into account all types of quality attributes and in opposition to the models proposed by Berger (1993) and Wang (2013), in this work, a questionnaire adapted from the Kano model was developed, using the dimensions of the SERVQUAL model and applied to tourists who use the airline service. Data collection was carried out through social media, obtaining 694 responses. Findings The findings show that the attributes considered as reverse were linked to the delay in the service late check-in, delay in the dispatch of luggage, delay in on-board service and take-off delay, generating dissatisfaction among tourists. Moreover, the same database used to compare the results of the dissatisfaction indices of Berger (1993) and Wang (2013) showed inconsistencies reinforcing the gap that this research intends to close. After the proposal of the SI made by the authors of the present research it was possible to verify the confirmation regarding the definition of reverse attribute developed by the Kano model, reinforcing that the customer satisfaction decreases with the presence of reverse attribute. Originality/value The originality of this research seeks to contribute to the academic literature and organizational practices by investigating a gap in the SI proposed by Berger et al. (1993) for not inserting the reverse attributes and, later, studied by Wang (2013). Furthermore, this research uses the Kano questionnaire as an input to assist in the correct identification and evaluation of all attributes present in the service offered.

Airline brand image, passenger perceived value and loyalty towards full-service and low-cost carriers

“…Secondly, airlines should also ensure that relevant information regarding their safety protocols and measures is clearly publicised during the COVID-19 pandemic (Teeroovengadum et al , 2021). In response to the impact of the COVID-19 pandemic and future unanticipated events, airlines should focus on improving their loyalty programmes or implementing new ones and endeavour to incorporate passenger requirements in terms of service quality and pricing policies (Albuquerque et al , 2022; Boubker and Naoui, 2022; Herjanto et al , 2022).…”

Unveiling consumers’ nonlinear evaluation of service performances in online food delivery: a quantitative Kano analysis

“…The coefficients are calculated as follows:where fO,i, fA,i, fR,i, fI,i and fM,i are observed frequencies of attractive, one-dimensional, reverse, indifferent and must-be categorizations on attribute i , respectively. In its original form, the calculation does not consider R category, yet the inappropriateness of this omission has been noted (Albuquerque et al ., 2022). Therefore, this study embeds R category into the index calculation based on its definition.…”

“…This appendix provides a working example for the quantitative Kano process with the "FOOD1-Variety" attribute. First, from the survey results, we can have the distribution of Kano categorization on FOOD1, as depicted in Table A2: With the observed frequency, the satisfaction and dissatisfaction indexes can be obtained with the following formulas, as provided in Equations ( 1) and ( 2) in the main text (Wang and Ji, 2010;Albuquerque et al, 2022):…”

“…With the observed frequency, the satisfaction and dissatisfaction indexes can be obtained with the following formulas, as provided in Equations (1) and (2) in the main text (Wang and Ji, 2010; Albuquerque et al ., 2022):…”

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“…CSI to prosta i efektywna metoda jakościowa służąca do badania zadowolenia konsumenta oraz narzędzie do tworzenia strategii marketingowych firmy. Metoda znajduje zastosowanie w badaniu satysfakcji klienta w różnych branżach z sektora usług z uwagi na możliwość dostosowania czynników oceny (Alberquerque et al, 2022;Zimon & Kruk, 2015).…”