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Airline customer satisfaction and loyalty: impact of in-flight service quality

  • Myungsook An

    ()

  • Yonghwi Noh

    ()

Registered author(s):

    The purpose of this study was to investigate the impact of the in-flight service quality on airline customer satisfaction and loyalty. This study analyzed the data from passengers of two classes: prestige (business) and economy. The results suggest that there are different factors of in-flight service quality that are important according to the customer seat class. In the case of the prestige class, there were six service quality factors of importance: alcoholic and non-alcoholic beverage, responsiveness and empathy, reliability, assurance, presentation style of food, and food quality; while the economy class showed five important service quality factors: responsiveness and empathy, food quality, alcoholic beverage, non-alcoholic beverage, and reliability. These findings imply that airline companies’ in-flight service should have different delivery strategies based on the customer seat class. Copyright Springer-Verlag 2009

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    File URL: http://hdl.handle.net/10.1007/s11628-009-0068-4
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    Article provided by Springer & Pan-Pacific Business Association in its journal Service Business.

    Volume (Year): 3 (2009)
    Issue (Month): 3 (September)
    Pages: 293-307

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    Handle: RePEc:spr:svcbiz:v:3:y:2009:i:3:p:293-307
    DOI: 10.1007/s11628-009-0068-4
    Contact details of provider: Web page: http://www.springer.com

    Web page: http://www.panpacificbusiness.org/

    Order Information: Web: http://www.springer.com/business/journal/11628

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    1. Chen, Fang-Yuan & Chang, Yu-Hern, 2005. "Examining airline service quality from a process perspective," Journal of Air Transport Management, Elsevier, vol. 11(2), pages 79-87.
    2. Liou, James J.H. & Tzeng, Gwo-Hshiung, 2007. "A non-additive model for evaluating airline service quality," Journal of Air Transport Management, Elsevier, vol. 13(3), pages 131-138.
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