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Abou-Shouk, Mohamed A.
- Airline Passenger Travel Cycle, Satisfaction and Loyalty:A Comparison of Egyptair and Emirates Airlines
Abstract Views :364 |
PDF Views:1
Authors
Affiliations
1 Fayoum University, EG
1 Fayoum University, EG
Source
International Journal of Hospitality and Tourism Systems, Vol 10, No 1 (2017), Pagination: 1-12Abstract
Passenger satisfaction is a major concern to airlines. It is an important competitive advantage that airlines need. In addition, customer loyalty is significantly associated with satisfaction. This study, using structural equation modelling to analyze passenger perceptions of Egypt Air and Emirates airline, aims to measure the influence of passenger travel cycle service quality on passengers satisfaction and its impact on loyalty. In addition, it investigates the opinions of passengers on provided services of both airlines including their tangible, intangible services, information availability and airlines commitment to declared times. The findings revealed the significant effect of travel cycle services on passengers satisfaction while it highlights the services that passengers are not satisfied with. Contributions of the study to knowledge and practice are also discussed.Keywords
Passenger Travel Cycle, Satisfaction, Loyalty, EgyptAir, Emirates Airlines.
References
- Al-Medabesh, A., & Ali, M. (2014). Customer services in saudi arabian airlines: A case study of jazan province. Interdisciplinary Journal of Contemporary Research In Business, 5(9), 335-357.
- Archana, R., & Subha, M. (2012). A study on service quality and passenger satisfaction on Indian airlines. international Journal of Multidisciplinary Research, 2(2), 50-63.
- Badr-El-deen, R., Hasan, S., & Fawzy, N. (2016a). Customers satisfaction towards some flight reservation, scheduling and check in services: The case of Egypt air. Journal of Faculty of Tourism and Hotels, Fayoum University, 10(1/2), 56-76.
- Badr-El-deen, R., Hasan, S., & Fawzy, N. (2016b). The effect of airport and in-flight service quality on customer satisfaction. Journal of Faculty of Tourism and Hotels, Fayoum University, 10(1/2), 1-19.
- Bahraini, K., Akbar, S., Azad, N., & Izadi, M. (2013). Measuring service quality and a comparative analysis in airline industry. Management Science Letters, 3(1), 275-280.
- Basnet, S. (2015). Air transportation and Its Impact upon the Tourism Industry of Nepal Case Study: Tribhuvan International Airport. Centria university of Applied Sciences. Retrieved from https://www.theseus.fi/bitstream/handle/10024/101901/Basnet_Sanjaya.pdf?sequence=1
- Berkman, H., & Gilson, C. (1986). Consumer behaviour. Concepts and strategies (3rd ed ed.). Boston. Kent.: PWS.
- Button, K. (2008). The Impacts of Globalisation on International Air Transport Activity: Past trends and future perspectives. Paper presented at the Global Forum on Transport and Environment in a Globalising World, Guadalajara, Mexico.
- Chang, Y., & Yeh, C. (2002). A Survey analysis of service quality for domestic airlines. European Journal of Operational Research, 193, 166-177.
- Chen, F., & Chang, Y. (2005). Examining airline service quality from a process perspective. Journal of Air Transport Management, 11(2), 79-87.
- Dickinson, J. (2013). Customer loyalty: A multi attribute perspective. Journal of Behavioral Research in Business, 6(October), 1-17.
- EgyptAir. (2016). About Us. Retrieved 10th November, 2016, from http://www.egyptair.com/en/about-egyptair/Pages/default.aspx
- Emirates. (2010). Tearing down the other wall. Available from: . Retrieved 10th November, 2016, from http://content.emirates.com/downloads/ek/pdfs/int_gov_affairs/Tearing-down-to-the-other-wall.pdf
- Field, A. (2009). Discovering statistics using SPSS (3rd ed.). London: Sage Publications Ltd.
- Fornell, C., & Larcker, D. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18, 39-50.
- Gilbert, D., & Wong, R. (2003). Passenger expectations and airline services: a Hong Kong based study. Tourism Management, 24, 519-532.
- Gliatis, V., & Minis, I. (2007). Service attribute-process matrix: A tool for designing and managing services. Journal of Systems Science and Systems Engineering, 16(3), 257-276.
- Hair, J., Black, W., Babin, B., & Anderson, R. (2010). Multivariate data analysis: A global perspective (7th ed.): Pearson Prentice Hall.
- Kankaew, K. (2013). Kankaew, K. (2013). Importance-Performance Analysis in Airlines Service Quality: A Case Study of legacy Airlines in Thailand. The International Conference on Tourism, Transport, Logistics 2013. Paper presented at the The International Conference on Tourism, Transport, Logistics Paris, France.
- Kendall, K. (2007). AFMC Customer Satisfaction Study at the Air Logistics Centers. (Master), Air Force Institute of Technology, , Wright-Patterson Air Force Base, Ohio
- Khatib, F. (1998). An Investigation of Airline Service Quality, Passenger Satisfaction and Loyalty: The Case of Royal Jordanian Airline. (Doctoral dissertation), Sheffield University.
- Khuong, M. (2014). The factors affecting vietnam airlines service quality and passenger satisfaction-A mediation analysis of service quality. International Journal of Innovation, Management and Technology, 5(5), 327-333.
- Kock, N. (2015). WarpPLS 5.0 user manual. Laredo, Texas: ScriptWarp Systems.
- Lin, C. (2003). A critical appraisal of customer satisfaction and e-commerce. Managerial Auditing Journal, 18, 202-212.
- Mahmoud, A., Jusoff, K., & Hadijah, S. (2013). The effect of service quality and price on satisfaction and loyalty of customer of commercial flight service industry. World Applied Sciences Journal, 23(3), 354-359.
- Munusamy, J., Chelliah, S., & Pandian, S. (2011). Customer satisfaction delivery in airline industry in Malaysia, A case of low cost carrier. Australian Journal of Basic and Applied Sciences, 5(11), 718-723.
- Nabosu, S. (2013). The effect of expansion projects on the financial performance of airline companies: A case study of Kenya Airways. (Masters thesis), University of Nairobi.
- Osman, A., & Ashraf, M. (2014). GMG airlines in Bangladesh decided to fold wings: Is it the solution.Industrial Engineering Letters, 4(8), 28-36.
- Suki, N. (2014). Passenger satisfaction with airline service quality in Malaysia: A structural equation modeling approach. Journal of Research in Transportation Business & Management, 10, 26-32.
- Tolpa, E. (2012). Measuring customer expectations of service quality: Case airline industry. (Master’s thesis), Alto University.
- Westwood, S., Pritchard, A., & Morgan, N. (2000). Gender-blind marketing: business women’s perceptions of airline services. Tourism Management, 21, 353-362.
- Wilson, G. (2007). Emirates: The airline of the future. London: Media Prima.
- Zadeh, N., Mehrabi, J., Mastcheshmi, M., & Nasiri, R.(2015). Application of cala couta model in measuring satisfaction of airline passengers islamic republic of Iran services and its influencing factors. Global journal of Multidisciplinary and Applied Sciences, 3(1), 87-92.
- Airline Passenger Travel Cycle, Satisfaction and Loyalty:A Comparison of EgyptAir and Emirates Airlines
Abstract Views :335 |
PDF Views:0
Authors
Affiliations
1 Fayoum University, EG
1 Fayoum University, EG
Source
International Journal of Hospitality and Tourism Systems, Vol 10, No 1 (2017), Pagination: 83-94Abstract
Passenger satisfaction is a major concern to airlines. It is an important competitive advantage that airlines need. In addition, customer loyalty is significantly associated with satisfaction. This study, using structural equation modelling to analyze passenger perceptions of EgyptAir and Emirates airline, aims to measure the influence of passenger travel cycle service quality on passenger's satisfaction and its impact on loyalty. In addition, it investigates the opinions of passengers on provided services of both airlines including their tangible, intangible services, information availability and airlines' commitment to declared times. The findings revealed the significant effect of travel cycle services on passengers' satisfaction while it highlights the services that passengers are not satisfied with. Contributions of the study to knowledge and practice are also discussed.Keywords
Passenger Travel Cycle, Satisfaction, Loyalty, Egyptair, Emirates Airlines.References
- Al-Medabesh, A., & Ali, M. (2014). Customer services in saudi arabian airlines: A case study of jazan province. Interdisciplinary Journal of Contemporary Research In Business, 5(9), 335-357.
- Archana, R., & Subha, M. (2012). A study on service quality and passenger satisfaction on Indian airlines. international Journal of Multidisciplinary Research, 2(2), 50-63.
- Badr-El-deen, R., Hasan, S., & Fawzy, N. (2016a). Customers satisfaction towards some flight reservation, scheduling and check in services: The case of Egypt air. Journal of Faculty of Tourism and Hotels, Fayoum University, 10(1/2), 56-76.
- Badr-El-deen, R., Hasan, S., & Fawzy, N. (2016b). The effect of airport and in-flight service quality on customer satisfaction. Journal of Faculty of Tourism and Hotels, Fayoum University, 10(1/2), 1-19.
- Bahraini, K., Akbar, S., Azad, N., & Izadi, M. (2013). Measuring service quality and a comparative analysis in airline industry. Management Science Letters, 3(1), 275-280.
- Basnet, S. (2015). Air transportation and Its Impact upon the Tourism Industry of Nepal Case Study: Tribhuvan International Airport. Centria university of Applied Sciences. Retrieved from https://www.theseus.fi/bitstream/handle/10024/101901/Basnet_Sanjaya.pdf?sequence=1
- Berkman, H., & Gilson, C. (1986). Consumer behaviour. Concepts and strategies (3rd ed ed.). Boston. Kent.: PWS.
- Button, K. (2008). The Impacts of Globalisation on International Air Transport Activity: Past trends and future perspectives. Paper presented at the Global Forum on Transport and Environment in a Globalising World, Guadalajara, Mexico.
- Chang, Y., & Yeh, C. (2002). A Survey analysis of service quality for domestic airlines. European Journal of Operational Research, 193, 166-177.
- Chen, F., & Chang, Y. (2005). Examining airline service quality from a process perspective. Journal of Air Transport Management, 11(2), 79-87.
- Dickinson, J. (2013). Customer loyalty: A multi attribute perspective. Journal of Behavioral Research in Business, 6(October), 1-17.
- EgyptAir. (2016). About Us. Retrieved 10th November, 2016, from http://www.egyptair.com/en/about-egyptair/Pages/default.aspx
- Emirates. (2010). Tearing down the other wall. Available from: . Retrieved 10th November, 2016, from http://content.emirates.com/downloads/ek/pdfs/int_gov_affairs/Tearing-down-to-the-other-wall.pdf
- Field, A. (2009). Discovering statistics using SPSS (3rd ed.). London: Sage Publications Ltd.
- Fornell, C., & Larcker, D. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18, 39-50.
- Gilbert, D., & Wong, R. (2003). Passenger expectations and airline services: a Hong Kong based study. Tourism Management, 24, 519-532.
- Gliatis, V., & Minis, I. (2007). Service attribute-process matrix: A tool for designing and managing services. Journal of Systems Science and Systems Engineering, 16(3), 257-276.
- Hair, J., Black, W., Babin, B., & Anderson, R. (2010). Multivariate data analysis: A global perspective (7th ed.): Pearson Prentice Hall.
- Kankaew, K. (2013). Kankaew, K. (2013). Importance-Performance Analysis in Airlines Service Quality: A Case Study of legacy Airlines in Thailand. The International Conference on Tourism, Transport, Logistics 2013. Paper presented at the The International Conference on Tourism, Transport, Logistics Paris, France.
- Kendall, K. (2007). AFMC Customer Satisfaction Study at the Air Logistics Centers. (Master), Air Force Institute of Technology, , Wright-Patterson Air Force Base, Ohio
- Khatib, F. (1998). An Investigation of Airline Service Quality, Passenger Satisfaction and Loyalty: The Case of Royal Jordanian Airline. (Doctoral dissertation), Sheffield University.
- Khuong, M. (2014). The factors affecting vietnam airlines service quality and passenger satisfaction-A mediation analysis of service quality. International Journal of Innovation, Management and Technology, 5(5), 327-333.
- Kock, N. (2015). WarpPLS 5.0 user manual. Laredo, Texas: ScriptWarp Systems.
- Lin, C. (2003). A critical appraisal of customer satisfaction and e-commerce. Managerial Auditing Journal, 18, 202-212.
- Mahmoud, A., Jusoff, K., & Hadijah, S. (2013). The effect of service quality and price on satisfaction and loyalty of customer of commercial flight service industry. World Applied Sciences Journal, 23(3), 354-359.
- Munusamy, J., Chelliah, S., & Pandian, S. (2011). Customer satisfaction delivery in airline industry in Malaysia, A case of low cost carrier. Australian Journal of Basic and Applied Sciences, 5(11), 718-723.
- Nabosu, S. (2013). The effect of expansion projects on the financial performance of airline companies: A case study of Kenya Airways. (Masters thesis), University of Nairobi.
- Osman, A., & Ashraf, M. (2014). GMG airlines in Bangladesh decided to fold wings: Is it the solution. Industrial Engineering Letters, 4(8), 28-36.
- Suki, N. (2014). Passenger satisfaction with airline service quality in Malaysia: A structural equation modeling approach. Journal of Research in Transportation Business & Management, 10, 26-32.
- Tolpa, E. (2012). Measuring customer expectations of service quality: Case airline industry. (Master’s thesis), Alto University.
- Westwood, S., Pritchard, A., & Morgan, N. (2000). Gender-blind marketing: business women’s perceptions of airline services. Tourism Management, 21, 353-362.
- Wilson, G. (2007). Emirates: The airline of the future. London: Media Prima.
- Zadeh, N., Mehrabi, J., Mastcheshmi, M., & Nasiri, R. (2015). Application of cala couta model in measuring satisfaction of airline passengers islamic republic of Iran services and its influencing factors. Global journal of Multidisciplinary and Applied Sciences, 3(1), 87-92.