Airline service quality in South Africa and Italy

J.W. De Jager, D. Van Zyl and A.L. Toriola

Journal of Air Transport Management, 2012, vol. 25, issue C, 19-21

Abstract: The paper examines emerging service factor considered by domestic airline passengers in South Africa and Italy. The findings revealed the emergence of very similar factor structures between the two countries. To an extent, these factors represent the various inter-linking service spheres that passengers encounter along the service value chain offered by airlines. The findings also revealed that both samples had similar views regarding the relative importance of the factors.

Keywords: Airline service quality; Airline customer experience; Airline marketing (search for similar items in EconPapers)
Date: 2012
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Citations: View citations in EconPapers (5)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:jaitra:v:25:y:2012:i:c:p:19-21

DOI: 10.1016/j.jairtraman.2012.04.002

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