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Airline Service Quality

1377 Words6 Pages

ABSTRACT
This research paper presents the figures and aspects that what the service quality may passengers perceived. Service quality can enhance passengers’ satisfaction and behavioral intentions. To conduct and collect the primary data of the passengers’ perceptions provided by Airline Company, Questionnaires have been used, which is the quantitative research method and simple instrument.
Through providing the selection choices and sections of different service areas to present and find out the data, to justify what are the factors or elements they have preferred and satisfied. The Statistical Product and Service Solutions (SPSS) will be used for data analysis, which is the simple and useful method of collecting and examining the data of …show more content…

Thus, the airline is the convenient transport and service for all the passengers to travel out of their city. To be the pillar of the economy of Hong Kong, providing air transports and allowing to freight are the daily services in Hong Kong, that’s the reason and factors why they can be the winner. Apart from this, the other reason is because of relying upon and contributing by the Hong Kong International Airport (HKIA).
Also, the air transportation market has become and facing more challenging; the service quality also has become the consideration of the passengers’ in choosing an airline company, and many airlines have turned to focus on airline service quality to increase their service satisfaction (Studymode,2014).
No doubt that to measure the quality is the core concerns of today since the service quality has become the one of marketing condition in the airline industry of competitiveness (Ostrowski et al., 1993). The service quality in the airline company is very important to the passengers. Because of the choosing, they are expected of leading trust and safety of choosing they expect to lead trust and …show more content…

For the details explanations, the former – refers to the clients’ behaviors, not just including word of mouth, another element was such as the business’s acceptance, the recommendations to other parties for using the products or services. The latter – the theory has defined the behavior of the clients who have continuously in using the products or services, even the price is setting higher than other competitors. It can show the reason of price sensitivities of each client have response, they will try to compare with the market price, also refer to the reference price of other companies, and compare with the actual price, if the actual price is less than the reference price, earning profit will as the clients’ perception (Kanthachai,

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