British Airways plc

Dana, Léo‐Paul; Vignali, Daniella

doi:10.1108/02651339910280957

Cited by 11 publications

(6 citation statements)

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“…Forms of cooperation include sub contracting, code sharing, franchising and the formation of global marketing networks. Such alliances allow firms to focus on their respective core competencies, while drawing the benefits of scale economies (Dana and Vignali, 1999). Firms enter alliances for competitive reasons, for example Air Mauritius and Air Seychelles have a code share agreement on the UK route.…”

Section: Service Qualitymentioning

confidence: 99%

Assessing international tourists' perceptions of service quality at Air Mauritius

Prayag

2007

International Journal of Quality &Amp; Reliability Management

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Access to this document was granted through an Emerald subscription provided by 497215 [] For AuthorsIf you would like to write for this, or any other Emerald publication, then please use our Emerald for Authors service information about how to choose which publication to write for and submission guidelines are available for all. Please visit www.emeraldinsight.com/authors for more information. About Emerald www.emeraldinsight.comEmerald is a global publisher linking research and practice to the benefit of society. The company manages a portfolio of more than 290 journals and over 2,350 books and book series volumes, as well as providing an extensive range of online products and additional customer resources and services.Emerald is both COUNTER 4 and TRANSFER compliant. The organization is a partner of the Committee on Publication Ethics (COPE) and also works with Portico and the LOCKSS initiative for digital archive preservation. AbstractPurpose -The aim of this paper is to assess the service quality of a small airline, Air Mauritius, using the SERVQUAL model and to determine the relative importance attributed to service quality dimensions by international tourists. Design/methodology/approach -A sample of 140 international airline passengers travelling essentially for a leisure trip was administered the SERVQUAL instrument to determine their expectations and perceptions of service. A combination of in-flight and mail surveys was used for data collection leading to an overall response rate of 20.2 per cent. Findings -The paper finds that service quality structural dimensions are context-and culture-specific. Four factors are perceived as influencing perceptions of service, service efficiency and affect being the most important, service personalisation, reliability and tangibles the least important. Empathy as a service dimension is valued more than assurance. Customer satisfaction and willingness to recommend the airline is primarily dependent on service efficiency and affect.Research limitations/implications -The sample size is relatively small and biased towards South African passengers, but the study is exploratory in nature. The starting-point for service improvements at Air Mauritius is better management of service reliability. The company is able to create high perceptions of service using tangible cues. Practical implications -The generation of a vision of excellence supported by contact employees' empowerment should improve perceptions of service. There is potentially a link between expectations of service levels at destination and tourists' expectations from the flag carrier. Originality/value -Often smaller airline companies have to resort to strategic alliances and service differentiation to survive in this globally integrated industry. The paper fulfils the gap in the existing literature on service quality management in small airlines.

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Section: Service Qualitymentioning

confidence: 99%

Assessing international tourists' perceptions of service quality at Air Mauritius

Prayag

2007

International Journal of Quality &Amp; Reliability Management

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“…The transportation industry was traditionally among the most important as well as regulated and protected sectors of the economy (Dana and Vignali, 1999). Travel agencies play a fundamental role in the development of the tourist sector through the development of the transportation industry.…”

Section: Introductionmentioning

confidence: 99%

Service quality and university students' satisfaction on the travel agencies

Katırcıoğlu

Mehtap‐Smadi

Kılınç

et al. 2012

Int J Qual & Service Sciences

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PurposeThere are international students studying in the universities of Northern Cyprus that come from more than 68 countries. Travel agencies are among those firms which are affected the most from these international students. Therefore, the purpose of this study is to investigate how international students perceive travel agency services by using the SERVQUAL instrument.Design/methodology/approachA total of 579 university students studying at the universities of Northern Cyprus responded to a revised version of the SERVQUAL instrument. After a descriptive analysis, a multivariate regression was used to estimate the impact of service quality dimensions on overall student satisfaction and positive word of mouth.FindingsResearch results reveal that the expectations of university students are not met and that the largest gap was found in the “empathy” dimension. Results also reveal that the service quality perceptions of Turkish students coming from Turkey significantly differ from that of Turkish Cypriot and other overseas students. The “responsiveness” dimension has the largest influence on student satisfaction in the case of Turkish Cypriot and other overseas students, and the “empathy” dimension has the largest influence on the satisfaction of Turkish students coming from Turkey. Finally, overall satisfaction of all students has a positive and statistically significant impact on their word of mouth.Originality/valueMillions of students pursue their higher education abroad; therefore, they extensively benefit from travel agencies. The present study is the first of its kind that investigates service quality evaluations and satisfaction levels of international students for travel agencies in Northern Cyprus, a non‐recognized small island state that managed to attract international students from more than 69 different countries.

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“…L ike other critical infrastructures, the air transportation network has enormous impact on local, national, and international economies. It is thus natural that airports and national airline companies are often times associated with the image a country or region wants to project (1)(2)(3)(4). The air transportation system is also responsible, indirectly, for the propagation of diseases such as influenza and, recently, severe acute respiratory syndrome (SARS).…”

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confidence: 99%

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The worldwide air transportation network: Anomalous centrality, community structure, and cities' global roles

Guimerà

Mossa

Turtschi

et al. 2005

Proc. Natl. Acad. Sci. U.S.A.

1,524

1,072

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We analyze the global structure of the worldwide air transportation network, a critical infrastructure with an enormous impact on local, national, and international economies. We find that the worldwide air transportation network is a scale-free small-world network. In contrast to the prediction of scale-free network models, however, we find that the most connected cities are not necessarily the most central, resulting in anomalous values of the centrality. We demonstrate that these anomalies arise because of the multicommunity structure of the network. We identify the communities in the air transportation network and show that the community structure cannot be explained solely based on geographical constraints and that geopolitical considerations have to be taken into account. We identify each city's global role based on its pattern of intercommunity and intracommunity connections, which enables us to obtain scale-specific representations of the network.complex networks ͉ betweenness centrality ͉ critical infrastructures

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British Airways plc

Cited by 11 publications

References 0 publications

Assessing international tourists' perceptions of service quality at Air Mauritius

Assessing international tourists' perceptions of service quality at Air Mauritius

Service quality and university students' satisfaction on the travel agencies

The worldwide air transportation network: Anomalous centrality, community structure, and cities' global roles

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