2021
DOI: 10.1016/j.matpr.2020.06.557
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The effect of airline service quality on customer satisfaction and loyalty in India

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Cited by 22 publications
(12 citation statements)
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“…The quality of food and beverages has a notable impact on the performance of in-flight service as perceived by passengers ((Han & Hyun, 2017) Airline management needs a comprehensive understanding of the quality characteristics of food and beverage. These characteristics can be grouped into two main categories: sensory and nutritional aspects (such as appearance, diversity, temperature, nutrition content, ingredients, and freshness) and service delivery (like speed, timing, cleanliness of utensils, tidiness, and attentiveness of servers) (Agarwal & Gowda, 2021). The airline industry is becoming more competitive, with customers choosing an airline based on the value they perceive in each quality attribute.…”
Section: Literature Review 21 Airline Service Quality Attributesmentioning
confidence: 99%
“…The quality of food and beverages has a notable impact on the performance of in-flight service as perceived by passengers ((Han & Hyun, 2017) Airline management needs a comprehensive understanding of the quality characteristics of food and beverage. These characteristics can be grouped into two main categories: sensory and nutritional aspects (such as appearance, diversity, temperature, nutrition content, ingredients, and freshness) and service delivery (like speed, timing, cleanliness of utensils, tidiness, and attentiveness of servers) (Agarwal & Gowda, 2021). The airline industry is becoming more competitive, with customers choosing an airline based on the value they perceive in each quality attribute.…”
Section: Literature Review 21 Airline Service Quality Attributesmentioning
confidence: 99%
“…Service quality is one of the best measurement models of customer expectations and perceptions. Company performance results in customer satisfaction with products or services (Agarwal & Gowda 2020)The determining factor for overall customer satisfaction and encouraging increased collaboration and coordination between various customers is on-demand services (Xu 2021)…”
Section: Customer Service and Satisfactionmentioning
confidence: 99%
“…[5] studied the effects of service quality and brand image on customer satisfaction of Malaysia Airlines. Ira Agarwal [6] indicated the influence of service quality on customer satisfaction and loyalty in India Airlines. Leon Steven [7] proposed a fuzzy segmentation method to analysis airline customer satisfaction and service quality of the U.S. Airlines.…”
Section: Introductionmentioning
confidence: 99%