Journal ArticleDOI
Examining airline service quality from a process perspective
Fang Yuan Chen,Yu Hern Chang +1 more
TLDR
The authors examined the gap between passengers' service expectation and actual service received and the gaps associated with passenger service expectations and the perceptions of these expectations by frontline managers and employees of a Taiwanese airline.About:
This article is published in Journal of Air Transport Management.The article was published on 2005-03-01. It has received 263 citations till now. The article focuses on the topics: Service (business) & Service level requirement.read more
Citations
More filters
Journal ArticleDOI
Investigating structural relationships between service quality, perceived value, satisfaction, and behavioral intentions for air passengers: Evidence from Taiwan
TL;DR: In this paper, the authors investigated the relationship between service quality, perceived value, satisfaction, and behavioral intentions for air passengers through a structural equation model (SEM) and found that perceived value has a significantly positive effect on satisfaction.
Journal ArticleDOI
An evaluation of airline service quality using the fuzzy weighted SERVQUAL method
TL;DR: This article attempts to fill the gap in the current literature by establishing a fuzzy weighted SERVQUAL model for evaluating the airline service quality and a case study of Taiwanese airline is conduced to demonstrate the effectiveness.
Journal ArticleDOI
Quality of Service in Public Transport Based on Customer Satisfaction Surveys: A Review and Assessment of Methodological Approaches
Juan de Oña,Rocío de Oña +1 more
TL;DR: This paper seeks to summarize the evolution of research and current thinking as it relates to the different methodological approaches for SQ evaluation in the PT sector over the years and to provide a discussion of future directions.
Journal ArticleDOI
Evaluating service quality of airline industry using hybrid best worst method and VIKOR
TL;DR: In this article, the authors used the best worst method to rank and prioritize attributes of service quality that were identified through extensive literature review and VIKOR (VlseKriterijuska Optimizacija I Komoromisno Resenje) methodology is used to rank the best airline with respect to these attributes.
Journal ArticleDOI
An SEM-artificial-neural-network analysis of the relationships between SERVPERF, customer satisfaction and loyalty among low-cost and full-service airline
TL;DR: Major influences of SERVPERF dimensions on customer satisfaction towards customer loyalty are revealed with 63.1% and 55.6% of variance in customer satisfaction and loyalty are explained.
References
More filters
Journal Article
SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality.
TL;DR: In this paper, the authors describe the development of a 22-item instrument (called SERVQUAL) for assessing customer perceptions of service quality in service and retailing organizations, and the procedures used in constructing and refining a multiple-item scale to measure the construct are described.
Journal ArticleDOI
A Conceptual Model of Service Quality and Its Implications for Future Research
TL;DR: The attainment of quality in products and services has become a pivotal concern of the 1980s as discussed by the authors, while quality in tangible goods has been described and measured by marketers, quality in services is la...
Journal ArticleDOI
A Service Quality Model and its Marketing Implications
TL;DR: In this article, a service quality model based on test of a sample of business executives, which describes how the quality of services is perceived by customers, is proposed, in which functional quality is seen to be a very important dimension of a perceived service.
Book
Marketing Research: Methodological Foundations
TL;DR: In this paper, the six stages of the research process provide a solid framework to ensure the development of students' conceptual and practical understanding of marketing research, which may be used for both upper-division undergraduate and graduate level courses.
Journal ArticleDOI
Importance-Performance Analysis
John A. Martilla,John C. James +1 more
TL;DR: An easily-applied technique for measuring attribute importance and performance can further the development of effective marketing programs.