Determining important attributes for assessing the attractiveness of airlines
Medina-MuÃ±oz, Diego RamÃ³n,
Medina-MuÃ±oz, Rita Dolores and
SuÃ¡rez-Cabrera, Miguel Ã Ngel
Journal of Air Transport Management, 2018, vol. 70, issue C, 45-56
The attractiveness of airlines is a topic of great interest to researchers and professionals wishing to understand the ability of airlines to attract and satisfy air passengers. However, there is a lack of consensus on which attributes of the airline are important for attracting and satisfying passengers. In general, previous studies have mostly focused on a limited number of attributes affecting a passenger's choice of airline, satisfaction, behaviour and loyalty. This study aims to develop a model to measure the importance of airline attributes, a model which could be adopted by future research on airline attractiveness. Besides a review of previous empirical research on the topic, an empirical study was conducted among air passengers at a major international airport in Spain. Results revealed the existence of eight categories of attributes that are important for airline passengers. The most important categories were: â€˜safety and punctualityâ€™, â€˜ticket priceâ€™, and â€˜attention and service during the customer journeyâ€™. In addition, air travel frequency and socio-demographic characteristics affected the perceived importance of the categories of attributes. For instance, air travel frequency had a positive influence on the importance passengers attach to â€˜safety and punctualityâ€™, â€˜flight schedule and connectionsâ€™, and â€˜in-flight spaceâ€™.
Keywords: Airline management; Airline attractiveness; Airline choice; Service quality; Satisfaction; Loyalty (search for similar items in EconPapers)
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