This study is aimed at measuring and summarizing the perceived and expected service quality of passengers of an international airline and to provide the passengers' opinions to the decision makers employing fuzzy logic. The appropriate fuzzification procedure was determined to be the trapezoidal...

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...

This study is aimed at measuring and summarizing the perceived and expected service quality of passengers of an international airline and to provide the passengers' opinions to the decision makers employing fuzzy logic. The appropriate fuzzification procedure was determined to be the trapezoidal...

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 explores the impact of airport noise regulation on airline service quality and airfares. It also characterizes the socially optimal stringency of noise limits, taking both noise damage and the various costs borne by airlines and their passengers into account. The analysis also...