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Evaluation of passenger satisfaction with service quality: A consecutive method applied to the airline industry

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Cited by:

  1. 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).
  2. 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.
  3. Zhu, Feng & Wu, Xu & Cao, Chengxuan, 2021. "High-speed rail and air transport competition under high flight delay conditions in China: A case study of the Beijing-Shanghai corridor," Utilities Policy, Elsevier, vol. 71(C).
  4. Hossein Esfandyari & Shahla Choobchian & Yadgar Momenpour & Hossein Azadi, 2023. "Sustainable rural development in Northwest Iran: proposing a wellness-based tourism pattern using a structural equation modeling approach," Humanities and Social Sciences Communications, Palgrave Macmillan, vol. 10(1), pages 1-15, December.
  5. Rodrigo Acuna-Agost & Eoin Thomas & Alix Lhéritier, 2021. "Price elasticity estimation for deep learning-based choice models: an application to air itinerary choices," Journal of Revenue and Pricing Management, Palgrave Macmillan, vol. 20(3), pages 213-226, June.
  6. Samanci, Simge & Didem Atalay, Kumru & Bahar Isin, Feride, 2021. "Focusing on the big picture while observing the concerns of both managers and passengers in the post-covid era," Journal of Air Transport Management, Elsevier, vol. 90(C).
  7. Nasser Motahari Farimani & Jamile Ghanbarzade & Azam Modares, 2022. "A New Approach for Pricing Based on Passengers’ Satisfaction," Transportation Journal, John Wiley & Sons, vol. 61(2), pages 123-150, March.
  8. Kim, Dohun & Lim, Chaehwan & Ha, Hun-Koo, 2024. "Comparative analysis of changes in passenger's perception for airline companies' service quality before and during COVID-19 using topic modeling," Journal of Air Transport Management, Elsevier, vol. 115(C).
  9. Ayat Zaki Ahmed & Manuel Rodríguez-Díaz, 2020. "Significant Labels in Sentiment Analysis of Online Customer Reviews of Airlines," Sustainability, MDPI, vol. 12(20), pages 1-18, October.
  10. Lee, Won Seok & Tang, Ruohan & Moon, Joonho & Song, Myungkeun, 2022. "The structural relationship between a low-cost carrier’s service experience, corporate social responsibility, brand love, and reuse intention: The case of Southwest Airlines," Journal of Air Transport Management, Elsevier, vol. 102(C).
  11. Xi Lu & Jiaqing Lu & Xinzheng Yang & Xumei Chen, 2022. "Assessment of Urban Mobility via a Pressure-State-Response (PSR) Model with the IVIF-AHP and FCE Methods: A Case Study of Beijing, China," Sustainability, MDPI, vol. 14(5), pages 1-23, March.
  12. 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.
  13. Dehnavi, Morteza Narimani & Yazdian, Seyed Ahmad & Sadjadi, Seyed Jafar, 2023. "Evaluating effective criteria on customer satisfaction using the best-worst method and optimizing resource allocation, case study Iran aseman airlines," Journal of Air Transport Management, Elsevier, vol. 109(C).
  14. 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.
  15. 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).
  16. Shiwakoti, Nirajan & Jiang, Hongwei & Nguyen, An Duong, 2022. "Passengers’ perception of safety and its relationship with demographics, service quality, satisfaction and loyalty in airlines sector - A case study of Vietnam to Australia route," Transport Policy, Elsevier, vol. 124(C), pages 194-202.
  17. Antwi, Collins Opoku & Fan, Chong-jun & Ihnatushchenko, Nataliia & Aboagye, Michael Osei & Xu, Hangyu, 2020. "Does the nature of airport terminal service activities matter? Processing and non-processing service quality, passenger affective image and satisfaction," Journal of Air Transport Management, Elsevier, vol. 89(C).
  18. Zijun Mao & Bikram Biswas & Mohammad Nur Ullah & Md Mostafizur Rahman & Farhana Rahman, 2025. "The Role of User Value Co-Creation Behavior on Service Delivery Performance of Union Digital Center in Bangladesh," SAGE Open, , vol. 15(2), pages 21582440251, June.
  19. Chen, Mu-Chen & Hsu, Chia-Lin & Su, Yu-Han, 2026. "Proposing improvement strategies for in-flight service in the post-COVID-19 pandemic era with passengers’ requirements," Journal of Air Transport Management, Elsevier, vol. 131(C).
  20. Collins Opoku Antwi & Jun Ren & Wilberforce Owusu-Ansah & Henry Kofi Mensah & Michael Osei Aboagye, 2021. "Airport Self-Service Technologies, Passenger Self-Concept, and Behavior: An Attributional View," Sustainability, MDPI, vol. 13(6), pages 1-18, March.
  21. Tai-Wei Chang, 2025. "Was the link between enterprise and consumers neglected on sustainable development issue? Antecedents and consequences of customer relationship management practices," Environment, Development and Sustainability: A Multidisciplinary Approach to the Theory and Practice of Sustainable Development, Springer, vol. 27(10), pages 24555-24583, October.
  22. 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).
  23. Muhammad Umair Wattoo & Jianguo Du & Fakhar Shahzad & Shakila Kousar, 2025. "Shaping E-commerce Experiences: Unraveling the Impact of Service Quality on Youth Customer Behavior in a Developing Nation," SAGE Open, , vol. 15(1), pages 21582440241, January.
  24. Ardvin Kester S. Ong & Yogi Tri Prasetyo & Andrei Estefanio & Ayen Sienna Tan & Jedrek Charles Videña & Renz Albert Villanueva & Thanatorn Chuenyindee & Kriengkrai Thana & Satria Fadil Persada & Reny , 2023. "Determining Factors Affecting Passenger Satisfaction of “Jeepney” in the Philippine Urban Areas: The Role of Service Quality in Sustainable Urban Transportation System," Sustainability, MDPI, vol. 15(2), pages 1-18, January.
  25. Ragab, Hany & Polo-Peña, Ana I. & Mahrous, Abeer A., 2026. "Unveiling the psychological drivers of home-country Bias: Implications for passengers' behaviours toward national and foreign airlines," Journal of Air Transport Management, Elsevier, vol. 131(C).
  26. Singh, Manjinder & Bansal, Prateek & Raj, Alok & Dixit, Aasheesh, 2023. "Eliciting preferences of Indians for air travel during COVID-19 pandemic," Transportation Research Part A: Policy and Practice, Elsevier, vol. 176(C).
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