Airline services marketing by domestic and foreign firms: differences from the customers’ viewpoint

Aksoy, Şafak; Atilgan, Eda; Akıncı, Serkan

doi:10.1016/s0969-6997(03)00034-6

Cited by 145 publications

(94 citation statements)

References 11 publications

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“…Of those approached, 612 passengers returned a usable questionnaire, yielding a response rate of 61.3%. This compares favourably to response rates of other surveys conducted at airports, which range from about 30% to 75% (Aksoy et al, 2003;Gilbert and Wong, 2003). The self-completion questionnaire focused on traveller attitudes towards air transport and airlines with regard to environmental issues.…”

Section: Methodsmentioning

confidence: 53%

Passenger perceptions of the green image associated with airlines

Mayer

Ryley

Gillingwater

2012

Journal of Transport Geography

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Environmental issues in air transport have grown in importance in recent years, and in response some airlines have been proactive to demonstrate their 'green' credentials. The aim of this paper is to identify air traveller perceptions of different airlines with regard to green image, and how passengers perceive different measures that airlines can introduce to reduce their environmental impact. The research is based on a large quantitative survey, of over 600 air travellers, conducted at Liverpool John Lennon Airport between April and July 2010. The data in this papers stems from a range of attitudinal statements on airlines, and measures that airlines could adopt to improve their environmental performance.When presented with a list of airlines, about half of respondents were able to differentiate between airlines based on environmental friendliness. The results show that low-cost airlines in general are not seen as more or less environmentally friendly than full service network airlines. Yet air travellers do indicate differences in the environmental image based on individual airlines. Furthermore, results vary depending on whether passengers had flown previously with a particular airline. Passengers also differentiate between measures that airlines can adopt to reduce the environmental impact of aviation. Using newer aircraft is seen as the most effective way to address the issue.

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Section: Methodsmentioning

confidence: 53%

Passenger perceptions of the green image associated with airlines

Mayer

Ryley

Gillingwater

2012

Journal of Transport Geography

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“…Studies on service quality and customer satisfaction in the service sector have drawn substantial attention from scholars and practitioners over several decades. Truly, there have been a variety of publications in addressing different issues confronted by the civil aviation industries over the years around the world, in particular in the developed countries (Doganis and Graham, 1987;Doganis, 2002;Aksoy et al, 2003;Steven et al, 2012;Baker, 2013), but explorations of Chinese airline services are still in its infant stage if compared to studies, for instance, completed in the US and Europe (Li et al, 2010). However, like any other civil aviation marketplace around the world, the airline services in China are fiercely competitive.…”

Section: Research Backgroundmentioning

confidence: 99%

Empirical Study and Discriminant Analysis of Airline Services in the Yangtze River Delta of China

Wang

Qiu

Wang

et al. 2014

AJTR

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Like any other civil aviation marketplace around the world, the airline services in China become fiercely competitive. To stay competitive in the airline industry in China, it is critical for an airline to get an essential understanding of customer's ongoing needs and know whether their needs are satisfactorily met. In this paper, an empirical study of the current airline service needs and quality in the Yangtze River Delta of China is explored using exploratory factor analysis. Discriminant analysis is further conducted to identify key service dimensions. Quantitatively and in an exploratory manner, structural equation models are employed by utilizing the IBM SPSS statistics tool. The findings in this study show that price, flight schedule, and customer relational benefit are crucial factors impacting on service quality and customer satisfaction in the current Chinese civil aviation market. To an airline, the highly valuable implications of the findings include a strong recommendation of adopting dynamic pricing schemes and improving flight schedules in the regions of China where high-speed train services become available.

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“…(Aksoy et al, 2003) held a survey to evaluate Airline service marketing by domestic and foreign firms from customers viewpoint. The usable responses were 1014 out of 1350 responses, producing a 75.1% response rate.…”

Section: E-commerce Servicesmentioning

confidence: 99%