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Positioning of selected Middle Eastern airlines in the South African business and leisure travel environment

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  • Surovitskikh, Svetlana
  • Lubbe, Berendien

Abstract

The study examines the positioning of four selected Middle Eastern airlines in the South African business and leisure travel environment. The positioning of the airline indicates how passengers rate the airline based on their expectations of that particular airline in terms of service quality attributes deemed important by passengers. Airline service quality attributes were grouped using factor analysis and positioning maps were generated based on statistically significant attributes of service, using a 3D centroid plot. The results suggest that passengers have different expectations of different airlines and that an airline's performance can be measured against these expectations, rather than against a standard set of service attributes.

Suggested Citation

  • Surovitskikh, Svetlana & Lubbe, Berendien, 2008. "Positioning of selected Middle Eastern airlines in the South African business and leisure travel environment," Journal of Air Transport Management, Elsevier, vol. 14(2), pages 75-81.
    • Handle: RePEc:eee:jaitra:v:14:y:2008:i:2:p:75-81
    DOI: 10.1016/j.jairtraman.2007.12.001
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    References listed on IDEAS

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    1. Andrea Goldstein, 2001. "Infrastructure Development and Regulatory Reform in Sub‐Saharan Africa: The Case of Air Transport," The World Economy, Wiley Blackwell, vol. 24(2), pages 221-248, February.
    2. Chang, Yu-Hern & Yeh, Chung-Hsing, 2002. "A survey analysis of service quality for domestic airlines," European Journal of Operational Research, Elsevier, vol. 139(1), pages 166-177, May.
    3. Aksoy, Safak & Atilgan, Eda & Akinci, Serkan, 2003. "Airline services marketing by domestic and foreign firms: differences from the customers’ viewpoint," Journal of Air Transport Management, Elsevier, vol. 9(6), pages 343-351.
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    Cited by:

    1. Juan de Oña & Rocio de Oña, 2015. "Quality of Service in Public Transport Based on Customer Satisfaction Surveys: A Review and Assessment of Methodological Approaches," Transportation Science, INFORMS, vol. 49(3), pages 605-622, August.
    2. Atalay, Kumru Didem & Atalay, Buket & Isin, Feride Bahar, 2019. "FIPIA with information entropy: A new hybrid method to assess airline service quality," Journal of Air Transport Management, Elsevier, vol. 76(C), pages 67-77.
    3. Patricia Lippitt & Nadine Itani & John F. O’Connell & David Warnock-Smith & Marina Efthymiou, 2023. "Investigating Airline Service Quality from a Business Traveller Perspective through the Integration of the Kano Model and Importance–Satisfaction Analysis," Sustainability, MDPI, vol. 15(8), pages 1-18, April.
    4. Chandra Mahapatra, Subas & Bellamkonda, Raja Shekhar, 2023. "Higher expectations of passengers do really sense: Development and validation a multiple scale-FliQual for air transport service quality," Journal of Retailing and Consumer Services, Elsevier, vol. 70(C).
    5. Kurtulmuşoğlu, Feride Bahar & Can, Gülin Feryal & Tolon, Metehan, 2016. "A voice in the skies: Listening to airline passenger preferences," Journal of Air Transport Management, Elsevier, vol. 57(C), pages 130-137.

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