Application of Servqual in Domestic Airline Services

2012 ◽  
Vol 3 (5) ◽  
pp. 1-6
Author(s):  
Dr.P.BABY Dr.P.BABY ◽  
Keyword(s):  
2020 ◽  
Vol 12 (10) ◽  
pp. 4165 ◽  
Author(s):  
Dissakoon Chonsalasin ◽  
Sajjakaj Jomnonkwao ◽  
Vatanavongs Ratanavaraha

The airline industry in Thailand has grown enormously over the past decade. Competition among airline companies to reach market share and profit has been intense, requiring strong strategic abilities. To increase the service quality of such companies, identifying factors related to the context of airlines is important for policymakers. Thus, this study aims to present empirical data on structural factors related to the loyalty of domestic airline passengers. Structural equation modeling was used to confirm the proposed model. The questionnaire was used to survey and collect data from 1600 airline passengers. The results indicate that satisfaction, trust, perceived quality, relationship, and image of airlines positively influenced loyalty with a statistical significance of α = 0.05. Moreover, the study found that expectation and perceived quality indirectly influenced loyalty. The findings provide a reference for airline operators to clearly understand the factors that motivate passenger loyalty, which can be used to develop the sustainability of marketing strategies and support competitiveness.


1957 ◽  
Vol 4 (3) ◽  
pp. 183-191 ◽  
Author(s):  
Joseph F. McCloskey ◽  
Fred Hanssmann
Keyword(s):  

2004 ◽  
Vol 10 (4) ◽  
pp. 283-291 ◽  
Author(s):  
Joakim Karlsson ◽  
Amedeo Odoni ◽  
Shiro Yamanaka
Keyword(s):  
The Us ◽  

2020 ◽  
Vol 2 (1) ◽  
pp. 44-61
Author(s):  
Prayoga Permana ◽  
Herman W. Hoen ◽  
Ronald L. Holzhacker

Despite significant growth of the domestic airline industry, Indonesia was hesitant to ratify the ASEAN Open Skies Policy (OSP) until 2016. One of the recent findings exposed the increasing concern over foreign–domestic airline competition with too little attention in exploring airline aspirations and the potential interplay between the airline preferences and the state interest. This study empirically investigates the dynamics of domestic resistance to the implementation of OSP, and to what extent the interplay of Indonesian airlines’ business preferences, ASEAN contexts and state interests have contributed to the OSP ratification postponement. Taking some lessons from the OSP ratification, we argue that the efforts towards advancing ASEAN economic integration through the open skies are contested domestically when business preferences showed mixed reactions. There has been little agreement on how the OSP could benefit the domestic airlines following their own business strategy. In the meantime, state principles indicated certain priorities for domestic interests, while ASEAN contexts allowed a member state to practice a negotiated move. The study was conducted using a qualitative method, with semi-structured interviews involving three Indonesian airlines (state and privately owned, full service and budget airlines), government officials, a civil society element and the Indonesian national air carriers association. JEL Classification: F0, F5


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