Attribute - Level Performance Dimensions of Airline Service Quality: A Factor Analysis Approach

Pappachan, Joemon; Koshy, Moli P.

doi:10.17010/ijom/2014/v44/i8/80125

Cited by 1 publication

(5 citation statements)

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Section: Methodsmentioning

confidence: 86%

“…All the fit indices values confirm the measurement model of ASQ with three specific dimensions. These three dimensions altogether contain nine indicative items (Pappachan and Koshy, 2014) that are tested and reconfirmed in this study. The indicative items that reflect ASQ are given as follows: ASQ1: feel safe transactions with crew, airline staff gives exact answers, flight attendant’s good manner and provide services as promised; ASQ2: sufficient flight schedules and sufficient connecting network; and ASQ3: in-flight food and beverage is good, plane seats and comforts are good and adequate entertainment facilities. …”

Section: Methodsmentioning

confidence: 89%

Section: Methodsmentioning

confidence: 99%

“…Similarly, the measurement model depicting the two dimensions of airline loyalty programme (Pappachan, 2020) were tested and reconfirmed using AMOS software, and the fit indices values are shown below (Figure 3). As evident from the observed fit indices values, the measurement models FFP1 and FFP2 for airline loyalty programme were tested and reconfirmed with two specific dimensions.…”

Section: Methodsmentioning

confidence: 99%

“…Airline FFP also known as loyalty programme has two performance dimensions (Pappachan, 2020): first one with loyalty programme's structure-specific attributes and the second with programme FFP service-specific attributes. FFP is an airline loyalty programme that rewards passengers for their repeated purchases of the airlines' services.…”

Section: Airline Frequent Flyer Programmementioning

confidence: 99%

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Influence of service quality, loyalty programme and perceived value on word-of-mouth behavior of domestic and international airline passengers in India

Pappachan

2021

XJM

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Purpose This paper aims to investigate the combined effect of airline service quality (ASQ), loyalty programme and perceived value (PV) on word-of-mouth (WOM) behavior of passengers’ traveling to domestic and international destinations from India. Design/methodology/approach Passenger’s perception on service quality, loyalty programme and PV varies with flight type, which can affect WOM. This study was designed to know whether destination based difference in passengers’ perception on airline services affects their WOM. Hence, a sample of 554 frequent passengers was taken, which includes 358 domestic and 196 international passengers. The responses were collected using well-structured questionnaire. The hypothetical model was developed and tested using structural equation modeling using analysis of a moment structures (AMOS). Findings Travel destination (flight) type moderates significantly the effect of ASQ on WOM behavior. ASQ affects WOM behavior more in domestic passengers. PV and loyalty programme do not moderate significantly with respect to destination type. PV was found to have significant influence on international passengers. However, loyalty programme was significant among domestic passengers. Practical implications Airline managers can develop appropriate marketing strategies targeting the passenger influencing attributes. ASQ is the most significant attribute applicable to both flight types. The airlines can focus on attractive ticket fares for international passengers and more loyalty programme benefits for domestic passengers. Originality/value This study examined the combined effect of ASQ, loyalty programme and PV on WOM behavior of passengers traveling in domestic and international sectors, which has not been researched yet.

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Section: Methodsmentioning

confidence: 86%