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A COMPARISON OF AIRLINE SERVICE EXPECTATIONS BETWEEN PASSENGERS OF DOMESTIC AND INTERNATIONAL FLIGHTS

Year 2011, Volume: 3 Issue: 2, 377 - 386, 01.12.2011

Nuriye Güreş Seda Arslan Harun Yılmaz

Abstract

The air transportation industry in Turkey is developing rapidly in recent years. In paralel with this development, the number of airline companies and passengers are increasing drastically. Thus, searching and understanding the expectations of passengers in airline services are getting importance for airline companies.This study measures and compares differences in passengers’ expectations of the desired airline service quality in terms of the dimensions of relialibility, assurance, facilities, employees, flight patterns, customization and responsiveness. In this research a between-groups comparison design of data obtained in a one time measurement in the field. The number of questionnaires applied was 421 for domestic flight passengers and 400 for international flight passengers departing from different Turkish airports. Data collecting method used in the study was 5- point Likert type self-report questionnaire filled by the respondents on voluntary basis. The findings demonstrated that significant differences exist between the domestic and international flight passenger groups regarding their income level. The findings also indicated that for domestic flight passengers “assurance” was ranked as the most important service quality dimension and ‘reliability’ was ranked by international flight passengers as the most important dimension

Keywords

Airline service passenger expectation air transportation

References

  • Anderson, Eugene (1998), “Customer Satisfaction and Word-of-Mouth”, Journal of Service Research, Vol. 1, No. 1, pp.1-14.
  • Aksoy, Safak, Eda Atilgan and Serkan Akinci (2003), “Airline services marketing by domestic and foreign firms: differences from the customers’ viewpoint”, Journal of Air Transport Management, Vol. 9, pp.343–351.
  • Bassi, Francesca and Gianluigi Guido (2006), “Measuring customer satisfaction: From product performance to consumption experience”, Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, Vol. 19, pp.76-88.
  • Bolton, Ruth N., P.K. Kannan and Matthew D. Bramlett (2000), “Implications of Loyalty Program Membership and Service Experience for Customer Retention and Value”, Journal of the Academy of Marketing Science, Vol. 28, No. 1, pp.95- 108. Boulding, William, Ajay Kalra, Richard Staelin and Valerie A. Zeithaml (1993), “A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions”, Journal of Marketing Research, Vol. 30, No. 1, pp.7-28.
  • Bridges, Eileen (1993), “Service Attributes: Expectation and Judgment”, Psychology and Marketing, May-June, Vol. 10, No.3, pp.185-198.
  • Cadotte, Ernest R., Robert B. Woodruff and Roger L. Jenkins (1987), “Expectations and Norms in Models of Consumer Satisfaction.” Journal of Marketing Research, August, Vol. 24, pp.305-314.
  • Cronin, Jr., J. Joseph and Steven A. Taylor (1992), “Measuring Service Quality: A Re-Examination and Extension”, Journal of Marketing, Vol. 58, No. 1, pp.125- 131. Farber, Barry, and Joyce Wycoff (1991), "Customer service: Evolution and revolution." Sales and Marketing Management. May, pp.44-49.
  • Gilbert, David and Robin K.C. Wong (2003), “Passenger expectations and airline services: a Hong Kong based study”, Tourism Management, Vol. 24, pp.519–532. Grönroos, Christian (1994), “From scientific management to service management: A management perspective for the age of service competition”, International Journal of Services Industry Management, Vol. 5, pp.5–20.
  • Güreş, Nuriye, Halil Demirer, Şenkan Aldemir, Lutfu Tayfur and Seda Arslan (2011), “Safety Perception of Turkish and European Passengers in Turkish Airports: A Cross-National Comparison”, International Journal of Business and Management, April, Vol. 6, No. 4, pp.90-99.
  • Johnson, Michael D., George Nader and Claes Fornell (1996), “Expectations, perceived performance, and customer satisfaction for a complex service: The case of bank loans”, Journal of Economic Psychology, Vol. 17, pp.163–182.
  • Netjasov, Fedja, Milan Janic (2008), “A review of research on risk and safety modelling in civil aviation”, Journal of Air Transport Management, Vol. 14, pp.213– 220.
  • Nunnally, J. C. (1978), Psychometric Theory, 2th Edition. McGraw-Hill, New York.
  • O’Connor, Stephen J, Hanh Q. Trinh, Richard M. Shewchuk (2000), “Perceptual gaps in understanding patient expectations for health care service quality” Health Care Management Review, Vol. 25, pp.7–23.
  • Oliver, Richard L. (1997), Satisfaction: A Behavioral Perspective of the Consumer. New York: McGraw-Hill.
  • Pakdil, Fatma and Ozlem Aydın (2007), “Expectations and perceptions in airline services: An analysis using weighted SERVQUAL scores”, Journal of Air Transport Management, Vol. 13, pp.229–237.
  • Parasuraman, A., Leonard L. Berry and Valarie A. Zeithaml (1991), "Understanding customer expectations of service", Sloan Management Review, Spring, pp.39-48.
  • Parasuraman, A., Valarie A. Zeithaml and Leonard L. Berry (1988), "SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality", Journal of Retailing, Vol. 64, Spring, pp.12-40.
  • Parasuraman, A., Valarie A. Zeithaml and Leonard L. Berry (1985), “A conceptual model of service quality and its implications for future research”, Journal of Marketing, Vol. 49, pp.41–50.
  • Reinartz, Werner J. and V. Kumar (2003), “The Impact of Customer Relationship Characteristics on Profitable Lifetime Duration”, Journal of Marketing, January, Vol. 67 pp. 77-99.
  • Russ, Kenneth Randall (2006), Consumer Expectation Formation in Health Care Services: A Psycho-Social Model, Dissertation B.S., December, Louisiana State University
  • Van Pham, Kien-Quoc and Merlin Simpson (2006), “The Impact of Frequency of Use on Service Quality Expectations: An Empirical Study of Trans-Atlantic Airline Passengers”, The Journal of American Academy of Business, Vol. 10, No. 1, September, pp.1-7.
  • Yuksel, Atila, and Mike Rimmington (1998), “Customer-Satisfaction measurement:
  • Administration Quarterly, Vol. 39, No.6, pp.60-70. Counts”, Cornell Hotel and
  • Restaurant Zeithaml, Valarie A., A. Parasuraman, and Leonard L. Berry (1990), Delivering Quality Service. New York: The Free Press.
  • http://www.dhmi.gov.tr/istatistik.aspx, (Accessed 17.08.2011).
  • http://www.surveysystem.com/sscalc.htm, (Accessed 10.06.2011).

Year 2011, Volume: 3 Issue: 2, 377 - 386, 01.12.2011

Nuriye Güreş Seda Arslan Harun Yılmaz

Abstract

References

  • Anderson, Eugene (1998), “Customer Satisfaction and Word-of-Mouth”, Journal of Service Research, Vol. 1, No. 1, pp.1-14.
  • Aksoy, Safak, Eda Atilgan and Serkan Akinci (2003), “Airline services marketing by domestic and foreign firms: differences from the customers’ viewpoint”, Journal of Air Transport Management, Vol. 9, pp.343–351.
  • Bassi, Francesca and Gianluigi Guido (2006), “Measuring customer satisfaction: From product performance to consumption experience”, Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, Vol. 19, pp.76-88.
  • Bolton, Ruth N., P.K. Kannan and Matthew D. Bramlett (2000), “Implications of Loyalty Program Membership and Service Experience for Customer Retention and Value”, Journal of the Academy of Marketing Science, Vol. 28, No. 1, pp.95- 108. Boulding, William, Ajay Kalra, Richard Staelin and Valerie A. Zeithaml (1993), “A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions”, Journal of Marketing Research, Vol. 30, No. 1, pp.7-28.
  • Bridges, Eileen (1993), “Service Attributes: Expectation and Judgment”, Psychology and Marketing, May-June, Vol. 10, No.3, pp.185-198.
  • Cadotte, Ernest R., Robert B. Woodruff and Roger L. Jenkins (1987), “Expectations and Norms in Models of Consumer Satisfaction.” Journal of Marketing Research, August, Vol. 24, pp.305-314.
  • Cronin, Jr., J. Joseph and Steven A. Taylor (1992), “Measuring Service Quality: A Re-Examination and Extension”, Journal of Marketing, Vol. 58, No. 1, pp.125- 131. Farber, Barry, and Joyce Wycoff (1991), "Customer service: Evolution and revolution." Sales and Marketing Management. May, pp.44-49.
  • Gilbert, David and Robin K.C. Wong (2003), “Passenger expectations and airline services: a Hong Kong based study”, Tourism Management, Vol. 24, pp.519–532. Grönroos, Christian (1994), “From scientific management to service management: A management perspective for the age of service competition”, International Journal of Services Industry Management, Vol. 5, pp.5–20.
  • Güreş, Nuriye, Halil Demirer, Şenkan Aldemir, Lutfu Tayfur and Seda Arslan (2011), “Safety Perception of Turkish and European Passengers in Turkish Airports: A Cross-National Comparison”, International Journal of Business and Management, April, Vol. 6, No. 4, pp.90-99.
  • Johnson, Michael D., George Nader and Claes Fornell (1996), “Expectations, perceived performance, and customer satisfaction for a complex service: The case of bank loans”, Journal of Economic Psychology, Vol. 17, pp.163–182.
  • Netjasov, Fedja, Milan Janic (2008), “A review of research on risk and safety modelling in civil aviation”, Journal of Air Transport Management, Vol. 14, pp.213– 220.
  • Nunnally, J. C. (1978), Psychometric Theory, 2th Edition. McGraw-Hill, New York.
  • O’Connor, Stephen J, Hanh Q. Trinh, Richard M. Shewchuk (2000), “Perceptual gaps in understanding patient expectations for health care service quality” Health Care Management Review, Vol. 25, pp.7–23.
  • Oliver, Richard L. (1997), Satisfaction: A Behavioral Perspective of the Consumer. New York: McGraw-Hill.
  • Pakdil, Fatma and Ozlem Aydın (2007), “Expectations and perceptions in airline services: An analysis using weighted SERVQUAL scores”, Journal of Air Transport Management, Vol. 13, pp.229–237.
  • Parasuraman, A., Leonard L. Berry and Valarie A. Zeithaml (1991), "Understanding customer expectations of service", Sloan Management Review, Spring, pp.39-48.
  • Parasuraman, A., Valarie A. Zeithaml and Leonard L. Berry (1988), "SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality", Journal of Retailing, Vol. 64, Spring, pp.12-40.
  • Parasuraman, A., Valarie A. Zeithaml and Leonard L. Berry (1985), “A conceptual model of service quality and its implications for future research”, Journal of Marketing, Vol. 49, pp.41–50.
  • Reinartz, Werner J. and V. Kumar (2003), “The Impact of Customer Relationship Characteristics on Profitable Lifetime Duration”, Journal of Marketing, January, Vol. 67 pp. 77-99.
  • Russ, Kenneth Randall (2006), Consumer Expectation Formation in Health Care Services: A Psycho-Social Model, Dissertation B.S., December, Louisiana State University
  • Van Pham, Kien-Quoc and Merlin Simpson (2006), “The Impact of Frequency of Use on Service Quality Expectations: An Empirical Study of Trans-Atlantic Airline Passengers”, The Journal of American Academy of Business, Vol. 10, No. 1, September, pp.1-7.
  • Yuksel, Atila, and Mike Rimmington (1998), “Customer-Satisfaction measurement:
  • Administration Quarterly, Vol. 39, No.6, pp.60-70. Counts”, Cornell Hotel and
  • Restaurant Zeithaml, Valarie A., A. Parasuraman, and Leonard L. Berry (1990), Delivering Quality Service. New York: The Free Press.
  • http://www.dhmi.gov.tr/istatistik.aspx, (Accessed 17.08.2011).
  • http://www.surveysystem.com/sscalc.htm, (Accessed 10.06.2011).
There are 26 citations in total.

Details

Other ID JA44BV58MZ
Journal Section Articles
Authors

Nuriye Güreş This is me

Seda Arslan This is me

Harun Yılmaz

Publication Date December 1, 2011
Published in Issue Year 2011 Volume: 3 Issue: 2

Cite

APA Güreş, N., Arslan, S., & Yılmaz, H. (2011). A COMPARISON OF AIRLINE SERVICE EXPECTATIONS BETWEEN PASSENGERS OF DOMESTIC AND INTERNATIONAL FLIGHTS. International Journal of Social Sciences and Humanity Studies, 3(2), 377-386.
AMA Güreş N, Arslan S, Yılmaz H. A COMPARISON OF AIRLINE SERVICE EXPECTATIONS BETWEEN PASSENGERS OF DOMESTIC AND INTERNATIONAL FLIGHTS. IJ-SSHS. December 2011;3(2):377-386.
Chicago Güreş, Nuriye, Seda Arslan, and Harun Yılmaz. “A COMPARISON OF AIRLINE SERVICE EXPECTATIONS BETWEEN PASSENGERS OF DOMESTIC AND INTERNATIONAL FLIGHTS”. International Journal of Social Sciences and Humanity Studies 3, no. 2 (December 2011): 377-86.
EndNote Güreş N, Arslan S, Yılmaz H (December 1, 2011) A COMPARISON OF AIRLINE SERVICE EXPECTATIONS BETWEEN PASSENGERS OF DOMESTIC AND INTERNATIONAL FLIGHTS. International Journal of Social Sciences and Humanity Studies 3 2 377–386.
IEEE N. Güreş, S. Arslan, and H. Yılmaz, “A COMPARISON OF AIRLINE SERVICE EXPECTATIONS BETWEEN PASSENGERS OF DOMESTIC AND INTERNATIONAL FLIGHTS”, IJ-SSHS, vol. 3, no. 2, pp. 377–386, 2011.
ISNAD Güreş, Nuriye et al. “A COMPARISON OF AIRLINE SERVICE EXPECTATIONS BETWEEN PASSENGERS OF DOMESTIC AND INTERNATIONAL FLIGHTS”. International Journal of Social Sciences and Humanity Studies 3/2 (December 2011), 377-386.
JAMA Güreş N, Arslan S, Yılmaz H. A COMPARISON OF AIRLINE SERVICE EXPECTATIONS BETWEEN PASSENGERS OF DOMESTIC AND INTERNATIONAL FLIGHTS. IJ-SSHS. 2011;3:377–386.
MLA Güreş, Nuriye et al. “A COMPARISON OF AIRLINE SERVICE EXPECTATIONS BETWEEN PASSENGERS OF DOMESTIC AND INTERNATIONAL FLIGHTS”. International Journal of Social Sciences and Humanity Studies, vol. 3, no. 2, 2011, pp. 377-86.
Vancouver Güreş N, Arslan S, Yılmaz H. A COMPARISON OF AIRLINE SERVICE EXPECTATIONS BETWEEN PASSENGERS OF DOMESTIC AND INTERNATIONAL FLIGHTS. IJ-SSHS. 2011;3(2):377-86.