Multiple conceptual modelling of perceived quality of in-flight airline services

Despite growing literature on the different aspects of airline service quality in relation to behavioural intentions, less attention has been paid to some specific aspects of in-flight services. The focus of the present research is, therefore, on a multiple conceptual model of the quality of in-flight services in relation to passengers’ perception of value, followed by recommendations (word of mouth - WOM) of airlines, as well as the quality and comfort of airline seats. The study is performed using two databases of reviewers’/passengers’ opinions regarding the quality of in-flight airline services and airline seat comfort. Our research results reveal that the perceived comfort of the airplane seat is the most important factor of passengers’ perceived quality of in-flight airline services, which also considerably affects the passengers’ perception of value, and consequently moderates behavioural intentions (in our research, expressed through positive WOM). The analysis of the relative importance of the components of perceived airline seats’ comfort shows that seat width is the most significant factor that contributes to the overall perceived comfort of the airline seat.https://doi.org/10.7307/ptt.v29i3.219529pubpub

Voice of airline passenger: a text mining approach to understand customer satisfaction

This paper investigates the key drivers of customer satisfaction and dissatisfaction towards both, full-service and low-cost carriers and also towards, economy and premium cabins. Latent Semantic Analysis - a text mining and categorisation technique ─ is applied to analyse online user-generated airline reviews. Over five thousand passenger reviews for fifty (50) airlines were collected from the online review site, TripAdvisor. Findings show that there are fundamental differences in the drivers of passenger satisfaction depending on the class of air travel purchased, and whether the airline is a low cost or a full service carrier. Friendliness and helpfulness of staff are the key factors for those travelling in Economy Class, product value is key for those in premium cabins, and a low price is the key satisfaction driver for those that choose to travel on a low cost airline. The research also shows that the service attributes seat comfort and legroom, luggage/flight disruptions and staff behaviours are the main reasons for passengers’ dissatisfaction among all groups. This study provides an alternative customer satisfaction analysis for managers to hear the voice of their customers by using a well-established text mining technique and by analysing the reviews of satisfied and dissatisfied customers

themes in online reviews

Brochado, A., Rita, P., Oliveira, C., & Oliveira, F. (2019). Airline passengers’ perceptions of service quality: themes in online reviews. International Journal of Contemporary Hospitality Management, 31(2), 855-873. https://doi.org/10.1108/IJCHM-09-2017-0572Purpose: This paper aims to identify the main themes shared in online reviews by airline travellers, as well as which of these themes were linked with higher and lower value for money ratings. Design/methodology/approach: The research used mixed content analyses (i.e. quantitative and qualitative) to examine 1,200 reviews of six airline companies shared by airline travellers in a social media platform. Findings: The analyses revealed nine themes in descriptions of airline travel experiences. These are the core services during “flights”, “airport” operations, crew and ground “staff”, ticket “classes”, “seats”, inflight “services”, “entertainment”, overall experiences of “airlines” and post-purchase recommendations of with which companies to “fly”. Low value for money ratings are linked with the “airport” and “flights” themes. Originality/value: The results offer useful insights into airline travellers’ overall experiences based on social media information and facilitate the identification of the main themes linked with different value for money ratings.authorsversionpublishe

Structural equation model: influence on tourist satisfaction with destination atributes

Purpose – To present a model that expresses the relationships observed between a set of independent variables that condition overall satisfaction with a tourist destination, allowing to discover the potential for improvement of this indicator. Methodology – An instrument is designed to measure the satisfaction of tourists with a destination, starting from a list of attributes used in the literature that are submitted to the research of experts. A reliability analysis of the results and an evaluation of construct validity were performed. Through a confirmatory factor analysis, the factorial structure of the set of observed variables was identified. Finally, a structural equations model was created to understand the interrelationship between the variables considered in the study and their incidence in general satisfaction with the destination. Findings – The application of the instrument designed to the calculated sample allowed to identify the latent variables existing in the practical construct studied, identifying through the factorial analysis four aspects associated to the satisfaction of tourists with the destination: access, lodging, facilities and attractions. The construction of the structural equations model corroborated the previous results and evidenced the level of incidence of each factor studied in the overall satisfaction as well as the incidence of each attribute in the factor that integrates. Originality – It is achieved define a structural equations model that represents and explains the relationship between the variables considered in the quality management of a destination and the degree to which they relate to each other and influence the level of satisfaction experienced by tourists

Determinants Of Physical Store's Customer Satisfaction Among University Students

Physical stores in Malaysia has witnessed positive growth due to various developments in the retail industry. However, physical stores are facing strong market competitions from online stores as a result/impact of industrial revolution 4.0. This is because there is still a lack of study to explain how customer satisfaction can be develop by physical stores in sustaining competitive advantage against online stores. This study identifies the determinants of physical store’s customer satisfaction among university students. Specifically, factors such as price fairness, customer service and marketing strategy are taken into consideration in order to study their effects on physical store’s customer satisfaction. Quantitative research method was used through survey questionnaire. The sampling method used in this study is convenience sampling. University students N=300 were selected from a public university. A standard questionnaire was used to access respondent’s information and data. The questionnaire’s data were analysed by using SPSS software. It was found that price fairness, customer service and marketing strategy are the determinants of physical store’s customer satisfaction among university students, (p<0.000). This study is helpful for physical store managements to increase customer satisfaction and enhance competitive advantage against online stores

Drivers of Social Media Networking Site Continuance Intention in Jordan and South Africa: Do National Cultural Differences Matter?

The present study integrates perceived service quality and national cultural dimensions into the expectation-confirmation model (ECM) to ascertain the antecedents of user satisfaction and continuance use of SNSs and tested the moderating role of culture on the strengths of relationships in the adapted ECM. Data for empirical testing of the research model, using a partial least squares (PLS) structural equation modelling technique with multi-group analysis, were obtained from 987 SNS users in Jordan and South Africa. The findings suggest that, although there are differences in the path estimates of users in these contexts, these differences are not statistically significant, implying that cultural factors are not salient considerations for promoting SNS user satisfaction and continuance use intention. Implications of these findings for theory and practice are discussed

The impact of customer satisfaction, customer experience and customer loyalty on brand power: empirical evidence from hotel industry

This research aims to investigate the impact of customer satisfaction, experience, and loyalty on brand power in the Hotel industry. This study used a descriptive-survey research design based on the correlation method. The selected populations were Pars Hotels’ customers. Sample size was 384, based on Krejcie and Morgan’s sampling table. The structural equation modeling was used to evaluate the causal simulation and to examine the reliability and validity of the measuring model. The research results showed that customer expectation has the most impact on customer satisfaction with path coefficient of 0.74. On the other hand, customer loyalty, with path coefficient of 0.65, is known as an influential factor. This study helps to understand that customer satisfaction and customer expectations are positive drivers of customer loyalty. Customer loyalty also is a strong predictor of brand power in hoteling and tourism industry. By strengthening that part, which you have better resources, you can have a better supply and thus, there would be more opportunities in establishing reputation and increasing visibility