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A cross cultural investigation of airlines service quality through integration of Servqual and the Kano model

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Cited by:

  1. Gupta, Himanshu, 2018. "Evaluating service quality of airline industry using hybrid best worst method and VIKOR," Journal of Air Transport Management, Elsevier, vol. 68(C), pages 35-47.
  2. Bình Nghiêm-Phú, 2019. "What Determines the Loyalty of Airline Passengers? Findings of a Quantitative Data-Mining Study," Tržište/Market, Faculty of Economics and Business, University of Zagreb, vol. 31(1), pages 23-37.
  3. Bellizzi, Maria Grazia & dell’Olio, Luigi & Eboli, Laura & Mazzulla, Gabriella, 2021. "Detecting passengers' heterogeneity on airlines’ services using SP data," Journal of Air Transport Management, Elsevier, vol. 96(C).
  4. Maria Grazia Bellizzi & Luigi dell’Olio & Laura Eboli & Carmen Forciniti & Gabriella Mazzulla, 2020. "Passengers’ Expectations on Airlines’ Services: Design of a Stated Preference Survey and Preliminary Outcomes," Sustainability, MDPI, vol. 12(11), pages 1-14, June.
  5. Hokey Min & Byung-In Park, 2020. "A two-dimensional approach to assessing the impact of port selection factors on port competitiveness using the Kano model," Maritime Economics & Logistics, Palgrave Macmillan;International Association of Maritime Economists (IAME), vol. 22(3), pages 353-382, September.
  6. Jangwook Kwon & Kyunghwan Lim, 2023. "Using Kano Model to Understand an Effect of Specialization and Perceived Risk on Demand for Services in Marine Tourism," Sustainability, MDPI, vol. 15(14), pages 1-19, July.
  7. Eduard Cristobal-Fransi & Francisco Hernández-Soriano & Berta Ferrer-Rosell & Natalia Daries, 2019. "Exploring Service Quality among Online Sharing Economy Platforms from an Online Media Perspective," Sustainability, MDPI, vol. 11(13), pages 1-18, July.
  8. 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.
  9. Chatterjee, Swagato & Kittur, Prathamesh & Vishwakarma, Pankaj & Dey, Anirban, 2023. "What makes customers of airport lounges satisfied and more? Impact of culture and travel class," Journal of Air Transport Management, Elsevier, vol. 109(C).
  10. Sezgen, Eren & Mason, Keith J. & Mayer, Robert, 2019. "Voice of airline passenger: A text mining approach to understand customer satisfaction," Journal of Air Transport Management, Elsevier, vol. 77(C), pages 65-74.
  11. Sładkowski Aleksander & Cieśla Maria & Krupa Bartosz, 2018. "Evaluation of Transport Processes Quality with Servqual and TUL Methods," LOGI – Scientific Journal on Transport and Logistics, Sciendo, vol. 9(2), pages 61-72, November.
  12. Yalcin Kavus, Bahar & Gulum Tas, Pelin & Ayyildiz, Ertugrul & Taskin, Alev, 2022. "A three-level framework to evaluate airline service quality based on interval valued neutrosophic AHP considering the new dimensions," Journal of Air Transport Management, Elsevier, vol. 99(C).
  13. Hasan Emin GÜRLER & Ramazan ERTURGUT, 2019. "Hizmet Kalitesi ile Algılanan Değer Arasındaki İlişkide Kuşağın Moderatör Etkisi: Havayolu Endüstrisinde X ve Y Kuşağı Üzerine Bir Araştırma," Istanbul Business Research, Istanbul University Business School, vol. 48(2), pages 335-365, November.
  14. Deveci, Muhammet & Özcan, Ender & John, Robert & Öner, Sultan Ceren, 2018. "Interval type-2 hesitant fuzzy set method for improving the service quality of domestic airlines in Turkey," Journal of Air Transport Management, Elsevier, vol. 69(C), pages 83-98.
  15. Fu, Yan-Kai, 2019. "An integrated approach to catering supplier selection using AHP-ARAS-MCGP methodology," Journal of Air Transport Management, Elsevier, vol. 75(C), pages 164-169.
  16. Li, Wenhua & Yu, Suihuai & Pei, Huining & Zhao, Chuan & Tian, Baozhen, 2017. "A hybrid approach based on fuzzy AHP and 2-tuple fuzzy linguistic method for evaluation in-flight service quality," Journal of Air Transport Management, Elsevier, vol. 60(C), pages 49-64.
  17. Tsafarakis, Stelios & Kokotas, Theodosios & Pantouvakis, Angelos, 2018. "A multiple criteria approach for airline passenger satisfaction measurement and service quality improvement," Journal of Air Transport Management, Elsevier, vol. 68(C), pages 61-75.
  18. 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.
  19. Hung Nguyen & George Onofrei & Norma Harrison & Dothang Truong, 2020. "The influence of cultural compatibility and product complexity on manufacturing flexibility and financial performance," Operations Management Research, Springer, vol. 13(3), pages 171-184, December.
  20. 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).
  21. Mohammed Al Awadh, 2023. "Assessing the Quality of Sustainable Airline Services Utilizing the Multicriteria Decision-Making Approach," Sustainability, MDPI, vol. 15(9), pages 1-19, April.
  22. Brush, Gregory J., 2019. "Similarities and differences in Asian and Western travelers’ service performance measurement, evaluation and outcomes," Journal of Retailing and Consumer Services, Elsevier, vol. 50(C), pages 351-361.
  23. Medina-Muñoz, Diego Ramón & Medina-Muñoz, Rita Dolores & Suárez-Cabrera, Miguel à ngel, 2018. "Determining important attributes for assessing the attractiveness of airlines," Journal of Air Transport Management, Elsevier, vol. 70(C), pages 45-56.
  24. Kazim Sari & Abdullah Alper Sener, 2022. "Service quality and intention to recommend in low-cost and full-service airlines in Turkey," DECISION: Official Journal of the Indian Institute of Management Calcutta, Springer;Indian Institute of Management Calcutta, vol. 49(3), pages 297-309, September.
  25. Henner Gimpel & Tobias Manner-Romberg & Fabian Schmied & Till J. Winkler, 2021. "Understanding the evaluation of mHealth app features based on a cross-country Kano analysis," Electronic Markets, Springer;IIM University of St. Gallen, vol. 31(4), pages 765-794, December.
  26. 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.
  27. D. K. Choudhury & Uma Gulati, 2020. "Product attributes based on customer’s perception and their effect on customer satisfaction: the Kano analysis of mobile brands," DECISION: Official Journal of the Indian Institute of Management Calcutta, Springer;Indian Institute of Management Calcutta, vol. 47(1), pages 49-60, March.
  28. Mariana Marques Lima & Emerson Wagner Mainardes & Ricardo Gouveia Rodrigues, 2020. "Tourist expectations and perception of service providers: a Brazilian perspective," Service Business, Springer;Pan-Pacific Business Association, vol. 14(1), pages 131-166, March.
  29. Shah, Faisal Tehseen & Syed, Zaineb & Imam, Abeer & Raza, Aiman, 2020. "The impact of airline service quality on passengers’ behavioral intentions using passenger satisfaction as a mediator," Journal of Air Transport Management, Elsevier, vol. 85(C).
  30. Kuo-Yan Wang & Mu-Lan Ma & Jing Yu, 2021. "Understanding the perceived satisfaction and revisiting intentions of lodgers in a restricted service scenario: evidence from the hotel industry in quarantine," Service Business, Springer;Pan-Pacific Business Association, vol. 15(2), pages 335-368, June.
  31. Chuenyindee, Thanatorn & Ong, Ardvin Kester S. & Ramos, Jon Pauline & Prasetyo, Yogi Tri & Nadlifatin, Reny & Kurata, Yoshiki B. & Sittiwatethanasiri, Thaninrat, 2022. "Public utility vehicle service quality and customer satisfaction in the Philippines during the COVID-19 pandemic," Utilities Policy, Elsevier, vol. 75(C).
  32. Harith Yas Khudhair & Ahmad Jusoh & Abbas Mardani & Khalil Md. Nor, 2019. "Quality Seekers as Moderating Effects between Service Quality and Customer Satisfaction in Airline Industry," International Review of Management and Marketing, Econjournals, vol. 9(4), pages 74-79.
  33. Lucini, Filipe R. & Tonetto, Leandro M. & Fogliatto, Flavio S. & Anzanello, Michel J., 2020. "Text mining approach to explore dimensions of airline customer satisfaction using online customer reviews," Journal of Air Transport Management, Elsevier, vol. 83(C).
  34. Bellizzi, Maria Grazia & Eboli, Laura & Mazzulla, Gabriella & Postorino, Maria Nadia, 2022. "Classification trees for analysing highly educated people satisfaction with airlines’ services," Transport Policy, Elsevier, vol. 116(C), pages 199-211.
  35. Chen, Mu-Chen & Hsu, Chia-Lin & Huang, Chun-Han, 2021. "Applying the Kano model to investigate the quality of transportation services at mega events," Journal of Retailing and Consumer Services, Elsevier, vol. 60(C).
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