Expectations and perceptions in airline services: An analysis using weighted SERVQUAL scores

Pakdil, Fatma; Aydın, Özlem

doi:10.1016/j.jairtraman.2007.04.001

Cited by 242 publications

(148 citation statements)

References 13 publications

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“…The customers themselves might come back and use the same service with the same company again or they may share their experiences regarding how they were satisfied by service quality and the image of the airline, with other people. Hutchinson, Lai, and Wang [15] and Pakdil and Aydın [12] confirmed this presenting that people consulted their own experiences before making their next purchasing decision. It went without saying that a little gap in service quality could turn down customers' satisfaction, as customers tend to think about their past experiences or consult experienced customers before making their purchasing decision making.…”

Section: ) Post Purchase Behavioral Intentionsmentioning

confidence: 64%

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The Airline Service Quality Affecting Post Purchase Behavioral Intention: Empirical Evidence from the Low Cost Airline Industry

Lerrthaitrakul¹,

Panjakajornsak²

2014

IJTEF

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Abstract-The main purpose of this study is to examine the relationship between five dimensions of service quality of low cost airlines and consumers' post purchase behavioral intentions. This study found that in low cost carriers, three service quality factors comprisingassurance, reliability and empathyhave a significant influence on consumers' post purchase behavioral intentions.Index Terms-About Airline service quality, post purchase, behavioral intention, low cost carriers

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Section: ) Post Purchase Behavioral Intentionsmentioning

confidence: 64%

“…Pakdil & Aydın [12] SERVQUAL was found as a tool to measure service quality in many past studies [6], [8], [9], [11] …”

Section: Introductionmentioning

confidence: 99%

The Airline Service Quality Affecting Post Purchase Behavioral Intention: Empirical Evidence from the Low Cost Airline Industry

Lerrthaitrakul¹,

Panjakajornsak²

2014

IJTEF

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“…That is why recent years have seen the development of derived importance methods based on CSS (Weinstein, 2000;Cavana et al, 2007;Pakdil and Aydin, 2007;Eboli and Mazzulla, 2007;Joewono and Kubota, 2007;Dell'Olio et al, 2010;Nurul--Habib et al, 2011;Jen et al, 2011) and from stated preference surveys (Hensher and Prioni, 2002;Hensher et al, 2003;Eboli and Mazzulla, 2008a;2008b;Dell'Olio et al, 2011;Cirillo et al, 2011).…”

Section: Introductionmentioning

confidence: 99%

A classification tree approach to identify key factors of transit service quality

Oña

Calvo

2012

Expert Systems with Applications

152

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“…Pakdil & Aydın [6] emphasized that passengers will use their experiences of using a low cost airline to make a new judgment about whether or not they should use the same or a similar one when they are planning travel. Therefore, the gap between passengers' expectations regarding quality of services and what they had received in the past will become their level of satisfaction which will significantly guide their decisions when purchasing their new tickets.…”

Section: Introductionmentioning

confidence: 99%

“…Several researchers [3]-[5] conducted a study investigating service quality of low cost airlines in Thailand and found that Nok Air, One-two-go (Orient Thai) and Thai Air Asia reported that the government significantly helped the low cost airline business. The government viewed that people should have more choices to travel.Pakdil & Aydın [6] emphasized that passengers will use their experiences of using a low cost airline to make a new judgment about whether or not they should use the same or a similar one when they are planning travel. Therefore, the gap between passengers' expectations regarding quality of services and what they had received in the past will become their level of satisfaction which will significantly guide their decisions when purchasing their new tickets.…”

mentioning

confidence: 99%

The Impact of Electronic Word-of-Mouth Factors on Consumers’ Buying Decision-Making Processes in the Low Cost Carriers: A Conceptual Framework

Lerrthaitrakul¹,

Panjakajornsak²

2014

IJTEF

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Abstract-The purpose of this study is to develop a conceptual framework on the potential effects of electronic word-of-mouth (eWOM) communication on consumers' buying decision-making process in the low cost airline industry. A thorough review of literature reveals three main streams of factors affecting consumers' buying decisionmaking process involvement in eWOM in the low cost airline industry. These issues are the information provided by eWOM such as reviews, the creditability of channels used, volume of eWOM; types of eWOM such as multiple transmission channels, one to many channels, one to one channels and also, their potential effects on different decision-making processes. The samples are Thai consumers, which surfed on the internet and social media for information about the low cost carriers. Questionnaires will be distributed on-line to the samples from Thai popular website communities and Thailand's low cost carriers Facebook sites (Air Asia Thailand, Fly Orient Thai, and Nok airlines). Structural equation modeling using AMOS will be used to analyze the hypothesized relationships. The study expects to make key contributions for low cost airline companies in setting their marketing plans and developing online relationships with customers as well as contributions for e-marketing management research. I. INTRODUCTIONIt is widely recognized nowadays that air transportation has become a profound source of business facilitating the economic growth of many countries. This is because air aviation allows people from all over the world to comfortably connect with each other. The development of this transportation channel rallies around people not only seeking new and better markets but also gaining access to global suppliers. Businesses across countries can, therefore, be operated and connected with each other. According to IATA [1]. Aviation industries play a significant role in generating new marketing and business across the world. Producers can easily distribute their products into new markets. Boeing, which is an airplane building company, has predicted that more people will choose to travel by airplane during 2012 to 2031. Especially in South East Asia, the growth of new aviation routes will be increased on average by 7.6% every year. This business sector can generate 4,700,000,000 billion US$. The increase in this business sector is a consequence of the improvement of rules and regulations, the growing number of related infrastructure building to facilitate aviation business and the lenience of trade agreements [2].It has been found that in 2002, Low cost airlines which service Asia Pacific did not significantly influence the way the traditional market was operated. However, not so long after that, the low cost airline businesses in Asia Pacific grew rapidly and became the customers' choice. These low cost airlines include Tiger Airways, Virgin Blue, Cebu Pacific, Jetstar, Lion Air, and Air Asia. In Thailand, wellknown low cost airlines comprised Nok Air, One-two-go or Orient Thai and Thai Air Asia. Severa...

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Expectations and perceptions in airline services: An analysis using weighted SERVQUAL scores

Cited by 242 publications

References 13 publications

The Airline Service Quality Affecting Post Purchase Behavioral Intention: Empirical Evidence from the Low Cost Airline Industry

The Airline Service Quality Affecting Post Purchase Behavioral Intention: Empirical Evidence from the Low Cost Airline Industry

A classification tree approach to identify key factors of transit service quality

The Impact of Electronic Word-of-Mouth Factors on Consumers’ Buying Decision-Making Processes in the Low Cost Carriers: A Conceptual Framework

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