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Passenger perceptions of service quality: Korean and Australian case studies

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  • Park, Jin-Woo

Abstract

This paper investigates air passengers’ perceptions of 11 factors that may influence their buying behaviour namely, in-flight service, reservation-related service, airport service, reliability, employee service, flight availability, perceived price, passenger satisfaction, perceived value, airline image, and overall service quality. Analysis of variance and an independent sample t-test are applied to data collected from Korean and Australian international air passengers. The results reveal that passenger perceptions are significantly different across airlines, seat classes, and usage frequencies.

Suggested Citation

  • Park, Jin-Woo, 2007. "Passenger perceptions of service quality: Korean and Australian case studies," Journal of Air Transport Management, Elsevier, vol. 13(4), pages 238-242.
    • Handle: RePEc:eee:jaitra:v:13:y:2007:i:4:p:238-242
    DOI: 10.1016/j.jairtraman.2007.04.002
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    References listed on IDEAS

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    1. Claire Dennet't & ELIZABETH M. INESON & GRAHAM J. STONE & MARK COLGATE, 2000. "Pre-bookable Services in the Chartered Airline Industry: Increasing Satisfaction through Differentiation," The Service Industries Journal, Taylor & Francis Journals, vol. 20(2), pages 82-94, April.
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