Browse > Article
http://dx.doi.org/10.9723/jksiis.2014.19.2.137

The Effect of Satisfaction, Trust and Repurchase Intention in Airline Industry Quality  

Lee, Chang Won (한양대학교 경영대학)
Kim, MiJeong (한국보건복지정보개발원)
Publication Information
Journal of Korea Society of Industrial Information Systems / v.19, no.2, 2014 , pp. 137-145 More about this Journal
Abstract
The paper is to investigates how influence service quality satisfaction, trust and repurchase intention using SERVPERF instrument in airline industry. This study will contributes to provide development strategies how to expense market and strength relation between customer to FSC and LCC by an empirical study. This study uses computer software of SPSS 20.0 and AMOS 20.0 for study analysis. The LCC should strengthen the price competitiveness, as well as it needs to establish a strategic management distinguishing service quality from other airline. The airline will has improved service quality of reliability and tangibles since improve service of reliability and tangibles. This study will provide strategic insights and information on service quality in airline industry.
Keywords
Airline Industry; Service Quality; Satisfaction; Trust; Repurchase Intention;
Citations & Related Records
연도 인용수 순위
  • Reference
1 Anderson, E. W., Fornell, C. and Lehmann, D. R., Customer Satisfaction, Market Share, and Profitability: Findings from Sweden. Journal of Marketing, Vol.58, No.3, pp. 53-66, 1994.
2 Baker, D. A. and Crompton, J. L., Quality, Satisfaction and Behavioral Intention. Annals of Tourism Research, Vol.27, NO.3, pp. 785-804, 2007.
3 Bolton, A Dynamic Model of the Duration of the Customer's Relationship with a Continuous Service Provider: The Role of Satisfaction, Marketing Science, Vol. 17, No. 1, pp. 45-65, 1998.   DOI   ScienceOn
4 Chang, Y. H. and Yeh, C. H, A Survey Analysis of Service Quality for Domestic Airlines. European Journal of Operation Research, Vol. 139, No. 1, pp. 166-177, 2002.   DOI   ScienceOn
5 Chen, F. Y. and Chang, Y. H., Examining Airline Service Quality from a Process Perspective. Journal of Air Transport Management, Vol. 11, No. 2, pp. 79-87, 2005.   DOI   ScienceOn
6 Cunningham, L. F., Young, C. E., and Lee, M., Cross-cultural Perspectives of Service Quality and Risk in Air Transportation. Journal of Air Transportation, Vol. 7, No. 1, pp. 1-26, 2002.
7 Etherington, L. D. and Var, T., Establishing a Measure of Airline Preference for Business, Journal of Travel Research, Vol. 22, No. 4, pp. 22-27, 1984.
8 Liou, J. H., Hsu, C. C., Yeh, W. C. and Lin, R. H., Using a Modified Grey Relation Method for Improving Airline Service Quality. Tourism Management, Vol. 32, No. 6, pp. 1381-1388, 2011.   DOI   ScienceOn
9 Fick, G. R. and Brent Ritchie, J. R., Measuring Service Quality in the Travel and Tourism Industry. Journal of Travel Research, Vol. 30, No. 2, pp. 2-9, 1991.
10 Gourdin, K. M., Gourdin, K. N. And Kloppenborg, T. J, Identifying Service Gaps in Commercial Air Travel: The First Step Toward Quality Improvement. Transportation Journal, Vol. 31, No. 1, pp. 22-30, 1991.
11 Lau, T. C., Kwek, C. L. and Tan, H. P., Airline e-Ticketing Service: How e-Serivce and Customer Satisfaction Impacted Purchase Intention, International Business Management, Vol. 5, No. 4, pp. 200-208., 2011.   DOI
12 Liou, J. H., Tsai, C. Y., Lin, R. H. and Tzeng, G. H., A Modified VIKOR Multiple-Criteria Decision Method for Improving Domestic Airlines Service Quality. Journal of Air Transport Management, Vol. 17, No. 2, pp.57-61, 2011.   DOI   ScienceOn
13 Liou, J. H. and Tzeng, G. H., A Non-Additive Model for Evaluating Airline Service Quality. Journal of Air Transport Management, Vol. 13, No. 3, pp. 131-138, 2007.   DOI   ScienceOn
14 O'Connell, J. F. and Williams, G., Passengers' perceptions of Low Cost Airlines and Full Service Carries: A Case Study Involving Ryanair, Air Lingus, Air Asia And Malaysia Airlines. Journal Of Air Transport Management. Vol. 11, No. 4, pp. 259-272, 2005.   DOI   ScienceOn
15 Parasuraman, A., Zeithaml, V. A. and Berry, L. L., SERVQUAL: A Multiple item Scale for Measuring Consumer Perception of Service Quality. Journal of Retailing, Vol. 64, No. 1, pp. 12-40, 1988.
16 Ostrowski, P. L., O'Brien, T. V., & Gordon, G. L., Service Quality and Customer Loyalty in the Commercial Airline Industry, Journal of Travel Research, Vol. 32, No. 2, pp. 16-24, 1993.   DOI   ScienceOn
17 Park, J., Robertson, R. and Wu, C., Modeling the Impact of Airline Service Quality and Marketing Variables on Passengers' Future Behavioural Intentions. Transportation Planning and Technology, Vol. 29, No. 5, pp. 359-381, 2006.   DOI   ScienceOn
18 Parasuraman, A., Zeithaml, V. A. and Berry, L. L., A Conceptual Model of Service Quality and Its Implication for Future Research. Journal of Marketing, Vol. 49, No. 4, pp. 41-50, 1985.
19 Parasuraman, A., Zeithaml, V. A. and Berry, L. L., Refinement and Reassessment of the SERVQUAL Scale, Journal of Retailing, Vol. 67, No. 4, pp. 420-450, 1991.
20 Pels, E., Njegovan, N. and Behrens, C., Low-cost Airline and Airport Competition, Transportation Research, Vol. 45, No. 2, pp. 335-344, 2009.   DOI   ScienceOn
21 Ritchie, J, R., johnston, E. F., and Jones V. J., Competition, Fares and Fences- Perspective of the Air Traveler. Journal of Travel Research, Vol. 18, No. 3, pp. 17-25, 1980.   DOI
22 Tieman, S., Rhoades, D. L., and Waguespack. Jr. B., Airline Service Quality: Exploration Analysis of Consumer Perceptions and Operational Performance in the USA and EU. Managing Service Quality, Vol. 18, No. 3, pp. 212-224, 2008.   DOI   ScienceOn
23 Torres, A. M., Barry, C. and Hogan, M., Opaque Web Practices among Low-Cost Carriers, Journal of Air Transport Management, Vol. 15, No. 6, pp. 299-307, 2009.   DOI   ScienceOn
24 Yang, K. C., Hsieh, T. C., Li, H. and Yang, C., Assessing How Service Quality, Airline Image and Customer Value Affect the Intentions of Passengers Regarding Low Cost Carriers. Journal of Air Transport Management, Vol.20, No. 5, pp.52-53, 2012.   DOI   ScienceOn
25 Venkatesh, B. and Nargundkar, R., Service Quality Perceptions of Domestic Airline Consumers in India: An Empirical Study. XIMB Journal of Management, pp. 113-126, 2006.
26 Zeithaml, V. A., Berry L. L. and Parasuraman, A., The Behavioral Consequences of Service Quality. Journal of Marketing, Vol.60, No.2, pp.31-46, 1996.
27 Bitner, M. J., Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses, Journal of Marketing, Vol. 54, No. 2, pp. 69-82, 1990.   DOI   ScienceOn
28 Mazzeo, M. J., Competition and Service Quality in the U.S. Airline Industry. Review of Industrial Organization, Vol. 22, No. 4, pp. 275-296, 2003.   DOI