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The effect of airline service quality on passengers’ behavioural intentions: a Korean case study

Author

Listed:
  • Park, Jin-Woo
  • Robertson, Rodger
  • Wu, Cheng-Lung

Abstract

This paper seeks to improving our understanding of air passengers’ decision-making processes by testing a conceptual model that considers service expectation, service perception, service value, passenger satisfaction, airline image, and behavioural intentions simultaneously. For this testing, path analysis via maximum likelihood estimator is applied to data collected from Korean international air passengers. Service value, passenger satisfaction, and airline image are each found to have a direct effect on air passengers’ decision-making processes.

Suggested Citation

  • Park, Jin-Woo & Robertson, Rodger & Wu, Cheng-Lung, 2004. "The effect of airline service quality on passengers’ behavioural intentions: a Korean case study," Journal of Air Transport Management, Elsevier, vol. 10(6), pages 435-439.
    • Handle: RePEc:eee:jaitra:v:10:y:2004:i:6:p:435-439
    DOI: 10.1016/j.jairtraman.2004.06.001
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