The impact of airline service quality on passengers’ behavioral intentions using passenger satisfaction as a mediator

2020 ◽  
Vol 85 ◽  
pp. 101815 ◽  
Author(s):  
Faisal Tehseen Shah ◽  
Zaineb Syed ◽  
Abeer Imam ◽  
Aiman Raza
Keyword(s):  
Service Quality ◽  
Behavioral Intentions ◽  
Passenger Satisfaction ◽  
The Impact

The mediating role of passenger satisfaction on the relationship between service quality and behavioral intentions of low-cost carriers

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Hsiu-Fen Lin
Keyword(s):  
Service Quality ◽  
Behavioral Intentions ◽  
Low Cost ◽  
Group Analysis ◽  
Equation Modeling ◽  
Research Model ◽  
Content Type ◽  
Passenger Satisfaction ◽  
Low Cost Carriers ◽  
The Relationship

PurposeBy extending the existing service quality dimensions and reflecting the low-cost carriers (LCCs) context, the purpose ot this study aims to develop the research model to examine whether passenger satisfaction mediates the relationship between service quality and behavioral intentions of LCCs across low- and high-experience passengers.Design/methodology/approachData collected from 320 passengers (180 for low-experience passengers and 140 for high-experience passengers) to test the research model. The partial least square structural equation modeling approach was used to perform the path modeling and multi-group analysis.FindingsThe results confirm that passenger satisfaction mediates the relationship between four service quality constructs (tangible features, service reliability, quality of personnel and online ticketing service) and behavioral intentions (repurchase and recommendation intentions) for both low- and high-experience passengers. However, convenient flight schedule has a significant influence on passenger satisfaction only for low-experience passengers.Practical implicationsThe results of multi-group analysis indicated that passenger satisfaction exerts stronger effect on recommendation intentions for low-experience passengers. LCCs managers' priority should be placed on providing satisfying service experiences to less experienced passengers. Improved passenger satisfaction through superior service quality motivates low-experience passengers to recommend LCCs, thus increasing the positive word-of-mouth promotion.Originality/valueTheoretically, this study is first considering both low- and high-experience LCCs passenger perceptions to examine how passenger satisfaction mediates the relationship between service quality and post-purchase intentions. From the managerial perspective, the findings can provide useful management insights into developing multi-faceted strategies that allow LCCs firms to restore passenger confidence and retain their repurchase intentions.

scholarly journals Passenger Satisfaction with the Quality of Service Offered at the Bandaranaike International Airport (BIA)

2020 ◽  
pp. 30-45
Author(s):  
D. G. E. K. P. K. Dambagolla ◽  
E. A. G. Sumanasiri
Keyword(s):  
Service Quality ◽  
Service Sector ◽  
Service Providers ◽  
Civil Aviation ◽  
Sri Lankan ◽  
Five Dimensions ◽  
International Airport ◽  
Passenger Satisfaction ◽  
Quality Dimensions ◽  
The Impact

Aim: Bandaranaike International Airport (BIA) is important in the development of the Sri Lankan economy. To remain competitive in the service sector it is essential to focus more on improving service quality as it directly creates greater customer satisfaction. In respect of international airports satisfied passengers often revisit a destination thus increasing micro and macro level income and profitability. Hence, satisfied and loyal passengers are an important factor in remaining competitive among international airports. Although there is ample research that explores service quality and passenger satisfaction with airports, research is sparse in regard to Sri Lanka. Hence, the aim of this study is to identify the most important service quality dimensions influencing passenger satisfaction at BIA and to examine the relationship between each SERVQUAL dimension on passenger satisfaction. Place and Duration of Study: Bandaranaike International Airport (BIA) between April to July 2019. Methodology: The sample for this study consisted of 150 passengers at BIA and a five-point Likert scale questionnaire was developed for this study based on the SERVQUAL model to analyse the impact of the five dimensions (reliability responsiveness, assurance, empathy and tangibility) of service quality at BIA. A quantitative approach was used and questionnaires were distributed by hand as well as by electronically using Facebook, Messenger, WhatsApp, Viber and Email. The data was analysed using SPSS Version 23.0. Results: The regression model confirmed that tangibility, assurance and empathy contributed to passenger satisfaction. The findings of this study could be used by passengers, researchers, service providers, civil aviation authorities and other decision makers for their decision-making purposes.

The Behavioral Consequences of Service Quality

1996 ◽  
Vol 60 (2) ◽  
pp. 31-46 ◽  
Author(s):  
Valarie A. Zeithaml ◽  
Leonard L. Berry ◽  
A. Parasuraman
Keyword(s):  
Empirical Study ◽  
Service Quality ◽  
Strong Evidence ◽  
Behavioral Intentions ◽  
Behavioral Responses ◽  
Research Approach ◽  
Aggregate Level ◽  
Different Dimensions ◽  
The Impact ◽  
A Company

If service quality relates to retention of customers at the aggregate level, as other research has indicated, then evidence of its impact on customers’ behavioral responses should be detectable. The authors offer a conceptual model of the impact of service quality on particular behaviors that signal whether customers remain with or defect from a company. Results from a multicompany empirical study examining relationships from the model concerning customers’ behavioral intentions show strong evidence of their being influenced by service quality. The findings also reveal differences in the nature of the quality-intentions link across different dimensions of behavioral intentions. The authors’ discussion centers on ways the results and research approach of their study can be helpful to researchers and managers.

scholarly journals Impact of Train and Station Types on Perceived Quality of Rail Service

2017 ◽  
Vol 2648 (1) ◽  
pp. 51-59 ◽  
Author(s):  
Fredrik Monsuur ◽  
Marcus Enoch ◽  
Mohammed Quddus ◽  
Stuart Meek
Keyword(s):  
Service Quality ◽  
High Speed ◽  
Negative Impact ◽  
Sociodemographic Factors ◽  
Long Distance ◽  
High Speed Rail ◽  
Passenger Satisfaction ◽  
Train Services ◽  
The Impact ◽  
Age Category

This paper highlights the impact of train and station types in the evaluation of service quality. A range of relevant trip and sociodemographic factors was taken into account. A partial constrained proportional odds model (an extension of the ordered logit model) was applied to data extracted from the 32nd wave of the National Rail Passenger Survey conducted in spring 2015. This survey constituted about 30,000 trip-level observations of passenger satisfaction with rail services across Great Britain. The results indicated that the impact of train type on service quality was significant. With regard to the type of train services, the modeling results indicated that high-speed rail, long-distance rail, interurban rail, and, especially, open-access operators were more likely to have satisfied customers as compared with commuter and rural railway services. With regard to stations, users of the smallest station category were more likely to be satisfied than users of larger stations, but other station types did not significantly affect satisfaction. Delays had a significant negative impact on satisfaction levels. With regard to passenger segments, respondents in the oldest age category were more likely to be satisfied than respondents in the youngest age category, and commuters were less likely to be satisfied than respondents on a business or leisure trip. Overall, these results show how train operating companies might best focus their efforts on improving passenger satisfaction according to train type, station type, trip stage, and user segment.

Managing Service Quality, Food Quality, Price Fairness and Customer Retention: A Holistic Perspective

2020 ◽  
Vol 2 (1) ◽  
pp. 1-5
Author(s):  
Ammar Ahmed ◽  
Rafat Naseer ◽  
Muhammad Asadullah ◽  
Hadia Khan
Keyword(s):  
Service Quality ◽  
Food Quality ◽  
Service Sector ◽  
Customer Retention ◽  
Price Fairness ◽  
Policy Makers ◽  
Restaurant Management ◽  
The Subject ◽  
Research Propositions ◽  
The Impact

In this competitive environment, organizations strive to satisfy their customer by providing best quality service at affordable and fair prices with a view to enhance their revenues. To achieve the objective of revenue maximization, organizations strive to identify the factors that help them in retaining their customers. Drawing from the signalling theory of marketing, the current study proposes a novel conceptual model representing the impact of service quality with food quality and price fairness on customer retention in restaurant sector of Pakistan. The paper underlines an important arena of knowledge for academicians as well as organizational scientists on the subject. On the basis of literature available on the variables understudy, the present study forwards eight research propositions worthy of urgent scholarly attention. The conceptualized model of the present article can also be viewed significant in unleashing further avenues for the restaurant management entities, policy makers and future researchers in the domain of managing in the service sector businesses.

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