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Airline services marketing by domestic and foreign firms: differences from the customers’ viewpoint

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  • Aksoy, Safak
  • Atilgan, Eda
  • Akinci, Serkan

Abstract

Based on a survey of 1014 passengers of five European airlines, this paper reveals differences between passengers on the Turkish domestic airline and those on four foreign airlines on the same flight destinations with respect to demographic profiles, behavioral characteristics, understanding of airline service dimensions, and satisfaction levels. Differences between the two passenger groups are highlighted in terms of age, sex, education, occupation, sector affiliation, location of domicile, travel purpose, travel frequency, service expectations, and satisfaction levels. It is concluded that the differences in consumer profiles and expectations are valuable clues for domestic and foreign airline firms in understanding their consumers and in designing their marketing strategies.

Suggested Citation

  • 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.
    • Handle: RePEc:eee:jaitra:v:9:y:2003:i:6:p:343-351
    DOI: 10.1016/S0969-6997(03)00034-6
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    References listed on IDEAS

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    1. Smit, Hans G, 1997. "The European airline industry. A banker's view," Journal of Air Transport Management, Elsevier, vol. 3(4), pages 189-196.
    2. Alamdari, Fariba, 1999. "Airline in-flight entertainment: the passengers’ perspective," Journal of Air Transport Management, Elsevier, vol. 5(4), pages 203-209.
    3. 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.
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