Airline service quality in South Africa and Italy

被引：16

作者：

De Jager, J. W. ^{[1
]}

Van Zyl, D. ^{[2
]}

Toriola, A. L. ^{[1
]}

机构：

[1] Tshwane Univ Technol, ZA-0001 Pretoria, Gauteng, South Africa

[2] Univ S Africa, ZA-0001 Pretoria, South Africa

来源：

JOURNAL OF AIR TRANSPORT MANAGEMENT | 2012年 / 25卷

关键词：

Airline service quality; Airline customer experience; Airline marketing;

D O I：

10.1016/j.jairtraman.2012.04.002

中图分类号：

U [交通运输];

学科分类号：

08 ; 0823 ;

摘要：

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 passengers encounter along the service value chain offered by airlines. The findings also revealed that both samples had similar views regarding the relative importance of the factors. (C) 2012 Elsevier Ltd. All rights reserved.

引用

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页码：19 / 21

页数：3

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