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The Effects of Individual Dimensions of Airline Service Quality: Findings From Australian Domestic Air Passengers

Published online by Cambridge University Press:  23 February 2012

Jin-Woo Park ,
Rodger Robertson  and
Cheng-Lung Wu
Jin-Woo Park*
Affiliation:
The Korea Transport Institute, South Korea. [email protected]
Rodger Robertson
Affiliation:
The University of New South Wales, Australia.
Cheng-Lung Wu
Affiliation:
The University of New South Wales, Australia.
*
*Jin-Woo Park, Air Transport Research Division, The Korea Transport Institute, Goyong-City, South Korea.
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Abstract

This article investigates how in-flight service, reservation and ticketing, airport service, reliability, employee service, flight availability, passenger satisfaction, pricing (value), and airline image determine passengers' future behavioural intentions. For this testing, structural equation modelling was applied to data collected from Australian domestic air passengers. It was found that there were significant relationships between the variables, except in four paths. In-flight service and employee service were found as significant drivers of passenger satisfaction, which was directly related to pricing (value), airline image, and passengers' future behavioural intentions.

Type
Articles
Information
Journal of Hospitality and Tourism Management , Volume 13 , Issue 2 , 01 August 2006 , pp. 161 - 176
Copyright
Copyright © Cambridge University Press 2006

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