Impact of airline service quality on overall and female passengers' satisfaction : a case study of Tonga's domestic aviation market : a 190.893 (120 credit) research report presented in partial fulfilment of the requirements for the degree of Master of Aviation at Massey University, Palmerston North, New Zealand

The primary objectives of this thesis are to determine the direct impact of airline service quality on passengers’ satisfaction in Tonga’s domestic aviation market. The determinants of airline service quality were identified by using the SERVQUAL dimensions (assurance, empathy, reliability, responsiveness and tangibles) as measurable indicators. A survey was conducted and 205 questionnaires were collected and analysed. Empirical results obtained via the structural equation modelling (SEM) approach revealed that airline service quality has a direct impact on overall and female passengers’ satisfaction. Furthermore, both overall and female passengers were mostly satisfied with the responsiveness dimension. The tangibles dimension was the dimension with the lowest level of satisfaction for overall passengers and the reliability dimension was the dimension with the lowest satisfaction for female passengers. Importantly, the research highlights the different levels of satisfaction among airline passengers in the monopolistic Tongan domestic aviation market. The findings have implications for the airline management

PENGARUH E-SERVICE QUALITY TERHADAP CORPORATE IMAGE PERUSAHAAN PENERBANGAN PT. SRIWIJAYA AIR : Survey pada On Sales PT.Sriwijaya Air

PT. Sriwijaya Air merupakan salah satu maskapai penerbangan di Indonesia yang berorientasi pada penerbangan domestik. Mengingat profil perusahaan yang cukup dikenal pada bidang transportasi udara oleh masyarakat Indonesia karena harga dan kualitas yang ada tidak kalah bersaing dengan maskapai penerbangan lainnya. Bahkan PT. Sriwijaya Air memiliki keunggulan pada On Time Performance. Namun, image PT. Sriwijaya Air belum menempati urutan tiga terbesar di Indonesia sebagai maskapai penerbangan nasional. Dalam usahanya untuk membentuk corporate image, PT. Sriwijaya Air mengedepankan kualitas layanan baik melalui layanan elektronik pada situs perusahaaan (www.sriwijayaair.co.id). Kualitas pelayanan elektronik (e-service quality) terdiri dari ease of use, website design, assurance, personalization dan responsiveness. Penelitian ini bertujuan untuk mengetahui gambaran e-service quality yang diterapkan perusahaan dan pengaruh e-service quality terhadap corporate image. Jenis penelitian yang digunakan bersifat deskriptif dan verifikatif dengan metode yang digunakan explanatory survey. Sampel dalam penelitian ini sebanyak 100 responden yakni pelanggan yang telah mengunjungi dan menggunakan website perusahaan PT. Sriwijaya Air dengan teknik penarikan sampel yang digunakan yaitu systematic random sampling. Teknik analisis data yang digunakan yaitu analisis regresi linier berganda. Variabel independent dalam penelitian ini yaitu ease of use (X1), website design (X2), assurance (X3), personalization (X4) dan responsiveness (X5) sedangkan variabel dependent yaitu corporate image (Y). Hasil penelitian menunjukan bahwa tanggapan pelanggan mengenai e-service quality terhadap corporate image secara umum dinilai tinggi. Faktor yang mendapat penilaian tinggi yaitu personalization dan responsiveness, sedangkan website design mendapat nilai terendah. Berdasarkan pengujian SPSS ver. 20 menunjukkan adanya korelasi simultan antara e-service quality dengan corporate image. Adapun saran untuk perusahaan adalah mempertahankan personalization dan responsiveness serta memperbaiki website design yang menarik pada situs perusahaan sehingga dapat membentuk kepuasan pelanggan dalam menggunakan penerbangan Sriwijaya Air sehingga menciptakan image perusahaan yang baik di mata pelangggan. Kata Kunci : E-service Quality, Corporate Image, Maskapai Penerbangan. PT. Sriwijaya Air is one of the airlines in Indonesia which operates in domestic routes. Given the curret company profile is not yet well known in the field of air transport by the people, not worth the price and the quality are there and do not compete with other airlines. Moreover, PT.Sriwijaya is very punctual, it can be seen from its on time performance. However, its image has not been in the best three in Indonesia as a national airlines. In developing its corporate image, PT. Sriwijaya Air takes the quality of service into account through electronic service on its own website (www.sriwijayaair.co.id). The quality of electronic service was divided into five categories, those were the ease of use, website design, assurance, personalization dan responsiveness. This research aimed at investigating the image of electronic service quality that is applied in the company and the effects of it towards its corporate image. The research was conducted by using descriptive and verification analysis where the explanatory survey was applied as a method of the research. The sample of this research was taken from 100 costumers that have ever used and visited the website of this company. The sample was taken by using random technique sampling. The analysis of the data was double linear regression analysis. The independent variables were the ease of use (X1), website design (X2), assurance (X3), personalization (X4) dan responsiveness (X5). The dependent variables was corporate image (Y). The result of the research showed that the responses of costumers about the electronic service quality towards its corporate image was significantly high. The factors that really influencing were personalization and responsiveness, however the website design got the lowest score. Based on the SPSS analysis version 20 showed that there was a simultaneous correlation between electronic quality and corporate image. The suggestion for the company is it has to maintain the personalization and responsiveness and try to redesign an interesting website design in order to be able to create best costumers satisfaction of using PT. Sriwijaya Air. Therefore, it will bring a good image for the company. Key words: E-service Quality, Corporate Image, Airline

An Overview and Examination of the Indian Services Sector

India’s service sector has grown rapidly since the 1990s. Domestic demand for services has increased as incomes have risen, triggering the expansion of industries such as banking, education, and telecommunications. Exports have also increased rapidly, led by information technology and business process outsourcing (IT-BPO). India’s ability to offer low-cost, high-quality IT-BPO services has made it a world leader in this industry. However, employment in services has not grown as quickly as output. The majority of India’s jobseekers are low-skilled, but demand for workers is growing fastest in higher-skill industries. The supply of highly-skilled workers has not kept pace with demand, causing wages to increase faster for these workers than for lower-skilled ones. India’s government has supported the growth of service industries through a mix of deregulation, liberalization, and incentive programs, such as the Software Technology Parks of India. Nevertheless, burdensome regulations, poor infrastructure, and foreign investment restrictions continue to affect service firms’ ability to do business. USITC analysis suggests that additional liberalization would lead to an increase in India’s imports of services

World Air Travel Demand, 1950-1980

Total world scheduled air passenger traffic carried by the airlines of the International Civil Aviation Organization (ICAO), excluding the U.S.S.R., increased from 17.4 billion passenger miles in 1950 to 237.4 billion in 1970. This represents an average annual growth rate of 14% during the past two decades. The U.S.S.R. became a member of ICAO in 1970, and Aeroflot - the only Russian airline - reported 49 billion passenger miles for 1970. This traffic, which encompasses both domestic and international travel as well as some nonscheduled flights, is not included in the ICAO world totals shown in this report

Shifting Spatialities of Power: The Case of Australasian Aviation

This paper explores how different modalities, spatialities and scales of power operate in a geopolitical context. By tracing the dynamic and shifting economic geographies of state and firm power in the events leading up to the collapse of a major Australian firm, Ansett Airlines, it reveals the difference that place and position make to the creation and use of power. The paper stresses agents’ relational positioning, their ‘places’ in multiple networks of association and the ways in which their past actions and visions of the future condition their strategic options. The paper contextualises the workings of power and explores how power relationships are re-configured in specific contested events. It concludes that power cannot be separated from the spatial and temporal dimensions of actual contexts, from actor’s positions in contexts, or from their strategic objective

What drives consumers' e-loyalty to airlines web site? Conceptual framework and managerial implications

This study proposes a revised technology acceptance model that integrates expectation confirmation theory to measure continuance intentions of online shopping for airlines web sites. The sample respondent 465online users in Saudi Arabia. A structural equation model confirms model fit. Perceived usefulness, enjoyment, social pressure, and loyalty incentives are determinants of online flight booking continuance in Saudi Arabia. This research moves beyond online booking intentions and includes factors affecting online booking continuance. The research model explains 53% of the intention to continue booking using airlines web sites

Deregulation of Domestic Aviation - the First Year

The Commonwealth's regulation of interstate aviation, in place for over thirty years, came to an end at midnight on 30 October 1990. This study reviews the developments in the last few months of regulation and in the first year of deregulation. Based on the first year's evidence, deregulation of domestic aviation in Australia has, from the consumer's perspective, been very successful. Reliance on market forces and competition, as opposed to regulation, has so far provided clear benefits to consumers in terms of lower fares and improved servcie quality. In particular, discount air fares have been much deeper and more readily available under deregulation. Between September 1990 and June 1991quarters, real average fares of a large sample of the top 20 routes fell by 12 per cent. Service quality on a number of dimensions has also improved with deregulation. Most notably, an analysis of the services provided by domestic and commuter operators on the top 40 routes indicated that there was a 21 per cent increase in the number of flights between the June quarters of 1990 and 1991. The airlines have been able to reduce costs, but their financial performance has been adversely affected by the recession and the increased level of competition in the industry. the analysis suggests that the expected outcomes from deregulation are being realised so far.airlines; deregulation; microeconomic reform; Australia

Low cost carriers and the evolution of the US airline industry

The article studies the evolution of the U.S airline industry from 1995 to 2009 using T-100 traffic data and DB1B fare data from the U.S. Department of Transportation. Based on a differentiation in market size and major players, entry and exit, concentration, fares, service, costs and profits, the article provides a fresh look on recent developments in the structure, conduct and performance of the domestic U.S. airline industry in light of both the substantial growth of low cost carriers and severe internal and external shocks such as merger and bankruptcy activity or the recent recession. Unlike previous studies, a consistent split of the analysis in network carriers and low cost carriers is introduced. In general, we find that the competitive interaction between network carriers and low cost carriers increased substantially throughout the last decade and must be considered as the main driver of competition in the domestic U.S. airline industry. --Airline industry,deregulation,network carrier,low cost carrier