The Role of In-Flight Service Quality on Value for Money in Business Class: A Logit Model on the Airline Industry

Özlem Atalık, Mahmut Bakır and Şahap Akan
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Özlem Atalık: Department of Aviation Management, Eskişehir Technical University, Eskişehir 26470, Turkey
Mahmut Bakır: Graduate School of Social Sciences, Anadolu University, Eskişehir 26470, Turkey
Şahap Akan: Graduate School of Social Sciences, Anadolu University, Eskişehir 26470, Turkey

Administrative Sciences, 2019, vol. 9, issue 1, 1-15

Abstract: The main purpose of this study was to investigate the effect of in-flight service quality on value for money for business passengers in airlines. In this study, in-flight service quality included four dimensions—seat comfort, staff service, food and beverages, and in-flight entertainment—while value for money was used as a dichotomous variable. In the study, 1096 business passenger reviews were employed through secondary data. Logistic regression analysis was used to investigate the relationships between the variables and finally the success of classification was tested by the ROC (Receiver Operating Characteristics) curve. As a result, the findings indicate that the proposed logit model sufficiently explains the relationship between in-flight service quality and value for money in business passengers. Moreover, the study provides a deep understanding of how passengers perceive in-flight service quality in business class. The study also reveals that seat comfort has the highest impact on value for money.

Keywords: in-flight service quality; value for money; business class; Airline Industry (search for similar items in EconPapers)
JEL-codes: L M M0 M1 M10 M11 M12 M14 M15 M16 (search for similar items in EconPapers)
Date: 2019
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (2)

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