This study develops a non-additive model for evaluating and improving the service quality of airlines and compares its results with the conventional additive method. Service quality is a composite of various attributes and many in a system have inter-dependent characteristics that may not be...

This paper seeks to improving our understanding of air passengers’ decision-making processes by testing a conceptual model that considers service expectation, service perception, service value, passenger satisfaction, airline image, and behavioural intentions simultaneously. For this...

This paper uses simple structural equation modelling to investigate relationships between service quality, airline image, customer value and behavioural intentions for passengers to fly on low cost carriers. In particular it focuses on flier’s expectations of the types of services that...

This study measures airline service quality based on data collected at a Turkish airline using SERVQUAL scores weighted by loadings derived from factor analysis. The results demonstrated that “responsiveness†dimension is the most important, while “availability†is the least...

The paper examines emerging service factor considered by domestic airline passengers in South Africa and Italy. The findings revealed the emergence of very similar factor structures between the two countries. To an extent, these factors represent the various inter-linking service spheres that...

This paper pointed out to an error in a previous paper in the Journal that deals with the VIKOR multiple criteria decision method for improving airline management.

The paper used survey data to elicit values from Chinese passengers regarding schedule delay, punctuality and the size of network. It has been found that Chinese airlines have failed to establish a strong brand reputation that can influence passengers' air travel choices. Consumers are willing...

This paper uses a Delphi panel of 26 air transport experts to forecast the structure of air transport in the EU in 2015 in respect of network carriers, low cost airlines and passenger behaviour. Secondary research was used to construct a number of scenarios about the future structure and...

As the EU low cost airline sector matures, consolidation is expected. This paper details a three-stage methodology to examine LCCs mergers and acquisition activity. A series of depth interviews with aviation experts concludes that the motives for LCCs to enter mergers and acquisitions are...

This article examines the performances of 114 major international airlines between 1987 and 2010 using the resource-based theory. Results show that intangible resource is the most important resource among the human, physical and intangible resources at the aggregate industry level. In addition,...