Service quality effects on air passenger intentions: A service chain perspective

Transportmetrica

Volumn 8, Issue 6, 2012, Pages 406-426

  Chiou, Yu Chiun ^a   Chen, Yen Heng ^a  

^a NATIONAL CHIAO TUNG UNIVERSITY   (Taiwan)

Author keywords

low cost carrier; service chain; service quality; structural equation model

Indexed keywords

AIR PASSENGERS; AIRLINE SERVICES; CAUSAL RELATIONSHIPS; CONCEPTUAL FRAMEWORKS; CONFIRMATORY FACTOR ANALYSIS; CUSTOMER PERCEPTIONS; HIGH QUALITY; LOW-COST CARRIERS; SECOND ORDERS; SERVICE CHAIN; SERVICE QUALITY; STRUCTURAL EQUATION MODELS;

AIR TRANSPORTATION; CARGO AIRCRAFT; CIVIL AVIATION; CUSTOMER SATISFACTION; FACTOR ANALYSIS;

QUALITY OF SERVICE;

EID: 84866325220     PISSN: 18128602     EISSN: None     Source Type: Journal    
DOI: 10.1080/18128602.2010.548837     Document Type: Article

References (63)

1. Aksoy, S, Atilgan, E and Akinci, S. 2003. Airline service marketing by domestic and foreign firms: differences from the customers' viewpoint. Journal of Air Transport Management, 9: 343-351.
2. Andreassen, TW and Lindestad, B. 1998. Customer loyalty and complex services the impact of corporate image on quality, customer satisfaction and loyalty for customers with varying degrees of service expertise. International Journal of Service Industry Management, 9: 7-23.
3. Bagozzi, RP and Yi, Y. 1988. On the evaluation for structural equation models. Journal of the Academy of Marketing Science, 16: 74-94.
4. Balabanis, G, Reynolds, N and Simintiras, A. 2006. Bases of e-store loyalty: perceived switching barriers and satisfaction. Journal of Business Research, 59: 214-224.
5. Baumgartner, H and Homburg, C. 1996. Applications of structural equation modeling in marketing and consumer research: a review. International Journal of Research in Marketing, 13: 139-161.
6. Bentler, PM. 1990. Comparative fit indexes in structural models. Psychological Bulletin, 107: 238-246.
7. Bentler, PM. 1992. On the fit of models to covariance and methodology to the bulletin. Psychological Bulletin, 112: 400-404.
8. Bitner, MJ. 1990. Evaluating service encounters: the effects of physical surroundings and employees response. Journal of Marketing, 54: 69-82.
9. Bitner, MJ. 1992. Servicescape: the impact of physical surroundings in customers and employees. Journal of Marketing, 56: 57-71.
10. Bloemer, JMM and Kasper, HDP. 1995. The complex relationship between consumer satisfaction and brand loyalty. Journal of Economic Psychology, 16: 311-329.
11. Bowen, B and Headley, D. 2000. Air Travel Consumer Report: The Airline Quality Rating 2000, Washington DC: US Department of Transportation.
12. Brady, MK. 2005. Removing the contextual lens: a multinational, multi-setting comparison of service evaluation models. Journal of Retailing, 81: 215-230.
13. Carlsson, F and Löfgren, A. 2006. Airline choice, switching costs and frequent flyer programs. Applied Economics, 38: 1469-1475.
14. Chang, YH and Chen, FY. 2007. Relational benefits, switching barriers and loyalty: a study of airline customers in Taiwan. Journal of Air Transport Management, 13: 104-109.
15. Chen, FY and Chang, YH. 2005. Examining airline service quality from a process perspective. Journal of Air Transport Management, 11: 79-87.
16. Chen, CF and Chang, YY. 2008. Airline brand equity, brand preference and purchase intentions- the moderating effects of switching costs. Journal of Air Transport Management, 14: 40-42.
17. Chen, CF. 2008. Investigating structural relationships between service quality, perceived value, satisfaction, and behavioral intentions for air passengers: evidence from Taiwan. Transportation Research Part A, 42: 709-717.
18. Chiou, YC and Chen, TC. 2010a. Direct and indirect factors affecting emissions of cars and motorcycles in Taiwan. Transportmetrica, 6: 215-233.
19. Chiou, YC and Chen, ZT. 2010b. Identifying key risk factors in air traffic control by exploratory and confirmatory factor analysis. Journal of Advanced Transportation, 44: 267-283.
20. Clarke, I and Schmidt, RA. 1995. Beyond the servicescape: the experience of place. Journal of Retailing and Customer Services, 3: 149-162.
21. Cronin, JJ, Cronin Jr, JJ Jr and Hult, GTM. 2000. Assessing the effects of quality, value, and customer satisfaction on customer behavioral intention in service environments. Journal of Retailing, 76: 193-218.
22. Dick, AS and Basu, K. 1994. Consumer loyalty: toward and integrated conceptual framework. Journal of Academy of Marketing Science, 22: 99-113.
23. Dodds, WB, Monroe, KB and Grewal, D. 1991. Effects of price, brand, and store information on buyers' product evaluations. Journal of Marketing Research, 28: 307-319.
24. Doll, WJ, Xia, W and Torkzadeh, GA. 1994. A confirmatory factor analysis of the end-user computing satisfaction instrument. MIS Quarterly, 18: 453-461.
25. Elliott, KM and Roach, DW. 1993. Service quality in the airline industry: are carriers getting an unbiased evaluation from consumers?. Journal of Professional Services Marketing, 9: 71-82.
26. Fornell, C. 1996. The American customer satisfaction index: nature, purpose, and findings. Journal of Marketing, 60: 7-18.
27. Gilbert, D and Wong, RKC. 2003. Passenger expectations and airline services: a Hong Kong-based study. Tourism Management, 24: 519-532.
28. Gronroos, C. 1997. Value-driven relational marketing: from products to resources and competencies. Journal of Marketing Management, 13: 407-419.
29. Grewal, D, Monroe, KB and Krishnan, R. 1998. The effects of price-comparison advertising on buyers' perception of acquisition value, transaction value, and behavioral intentions. Journal of Marketing, 62: 46-59.
30. Gursoy, D, Chen, MH and Kim, HJ. 2005. The US airlines relative positioning based on attributes of service quality. Tourism Management, 26: 57-67.
31. Hair, JFJ. 1998. Multivariate data analysis with readings, Englewood Cliffs, NJ: Prentice-Hall.
32. Hess, S. 2007. Posterior analysis of random tastes coefficients in air travel behavioral modelling. Journal of Air Transport Management, 13: 203-212.
33. Hightower, R, Bready, MK and Baker, TL. 2002. Investigation the role of the physical environment in hedonic service consumption: an exploratory study of sporting events. Journal of Business Research, 55: 697-707.
34. Hu, L and Bentler, PM. 1995. "Evaluating model fit". In Structural equation modeling: concepts, issues and application, Edited by: Hoyle, R. Thousand Oak, CA: Sage Publications.
35. Jones, MA, Mothersbaugh, DL and Betty, SE. 2000. Switching barriers and repurchase intentions in services. Journal of Retailing, 76: 259-274.
36. Jöreskog, KG. 1974. "Analyzing psychological data by structural analysis of covariance matrices". In Contemporary developments in mathematical psychology, Edited by: Atkinson, RC. Vol. II, 1-56. San Francisco: Freeman.
37. Jöreskog, KG and Sörbom, D. 1992. LISREL 8: user's reference guide, 2nd, Chicago: Scientific Software International, Inc.
38. Jou, RC. 2008. The asymmetric effects of service quality on passengers' choice of carriers for international air travel. Journal of Advanced Transportation, 42: 179-208.
39. Lee, M and Cunningham, LF. 2001. A cost/benefit approach to understanding service loyalty. Journal of Service Marketing, 15: 113-130.
40. Liou, JJH and Tzeng, GH. 2007. A non-additive model for evaluating airline service quality. Journal of Air Transport Management, 13: 131-138.
41. MacCallum, RC and Hong, S. 1997. Power analysis in covariance structure modeling using. Multivariate Behavioral Research, 32: 193-210.
42. Muller, RO. 1996. Basic principles of structural equation modeling-an introduction to LISREL and EQS, New York: Springer-Verlag Inc.
43. O'Connell, JF and Williams, G. 2005. Passengers' perceptions of low cost airlines and full service carriers: a case study involving Ryanair, Aer Lingus, Air Asia and Malaysia Airlines. Journal of Air Transport Management, 11: 259-272.
44. Ostrowski, PL, O'Brien, TV and Gordon, GL. 1993. Service quality and customer loyalty in the commercial airline industry. Journal of Travel Research, 32: 16-24.
45. Parasuraman, A, Zeithaml, VA and Berry, LL. 1985. A conceptual model of service quality and its implications for future research. Journal of Marketing, 49: 41-50.
46. Parasuraman, A, Zeithaml, VA and Berry, LL. 1988. SERVQIAL: a multiple-item scale for measuring consumer perceptions of service quality. Journal of Marketing, 64: 12-37.
47. Park, JW, Robertson, R and Wu, CL. 2004. The effect of airline service quality on passengers' behavioural intentions: a Korean case study. Journal of Air Transport Management, 10: 435-439.
48. Park, JW, Robertson, R and Wu, CL. 2005. Investigating the effects of airline service quality on airline image and passengers' future behavioural intentions: findings from Australian international air passengers. Journal of Tourism Studies, 16: 2-11.
49. Park, JW, Robertson, R and Wu, CL. 2006a. The effects of individual dimensions of airline service quality: findings from Australian domestic air passengers. Journal of Hospitality and Tourism Management, 13: 161-176.
50. Park, JW, Robertson, R and Wu, CL. 2006b. Modelling the impact of airline service quality and marketing variables on passengers' future behavioural intentions. Transportation Planning and Technology, 29: 359-381.
51. Park, JW. 2007. Passenger perceptions of service quality: Korean and Australian case studies. Journal of Air Transport Management, 13: 238-242.
52. Petrick, JF and Backman, SJ. 2002. An examination of the construct of perceived value for the prediction of golf travelers' intentions to revisit. Journal of Travel Research, 41: 38-45.
53. Raykov, T and Marcoulides, GA. 2000. A first course in structural equation modeling, Mahwah, New Jersey: Lawrence Erlbaum Associates, Inc.
54. Rose, JM, Hensher, DA and Greene, WH. 2005. Recovering costs through price and service differentiation: accounting for exogenous information on attribute processing strategies in airline choice. Journal of Air Transport Management, 11: 400-407.
55. Sultan, F and Simpson, MC. 2000. International service variants: airlines passenger expectations and perceptions of service quality. Journal of Services Marketing, 14: 188-216.
56. Sureshchandar, GS, Rajendran, C and Anantharaman, RN. 2002. Determinants of customer-perceived service quality: a confirmatory factor analysis approach. Journal of Services Marketing, 16: 9-34.
57. Tam, JLM. 2000. The effects of service quality, perceived value and customer satisfaction on behavioral intentions. Journal of Hospitality and Leisure Marketing, 6: 31-43.
58. Tam, ML and Lam, WHK. 2004. Determination of service levels for passenger orientation in Hong Kong international airport. Journal of Air Transport Management, 10: 181-189.
59. Tam, ML, Lam, WHK and Lo, HP. 2010. Incorporating passenger perceived service quality in airport ground access mode choice model. Transportmetrica, 6: 3-17.
60. Woodruff, RB. 1997. Customer value: the next source for competitive advantages. Journal of the Academy of Marketing Service, 25: 139-153.
61. Yu, J. 2007. Research of airlines customer satisfaction based on structural equation model. Journal of Civil Aviation University of China, 25: 38-45.
62. Zeithaml, VA. 1988. Consumer perception of price, quality, and value: a means-end model and synthesis of evidence. Journal of Marketing, 52: 2-22.
63. Zeithaml, VA, Berry, L and Parasuraman, A. 1996. The behavioral consequences of service quality. Journal of Marketing, 60: 31-46.