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The effect of airline service quality on passengers’ behavioural intentions: a Korean case study

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  1. Muhammad Salman Azhar & Ismail Bin Lebai Othman & Norzieiriani bt. Ahmad, 2018. "Investigating Customer Satisfaction of Airline Passengers in Aviation Sector of Pakistan," Pakistan Journal of Humanities and Social Sciences, International Research Alliance for Sustainable Development (iRASD), vol. 6(4), pages :561-581, December.
  2. Hyun-Jeong Ban & Hak-Seon Kim, 2019. "Understanding Customer Experience and Satisfaction through Airline Passengers’ Online Review," Sustainability, MDPI, vol. 11(15), pages 1-17, July.
  3. Liou, James J.H. & Hsu, Chao-Che & Yeh, Wen-Chien & Lin, Rong-Ho, 2011. "Using a modified grey relation method for improving airline service quality," Tourism Management, Elsevier, vol. 32(6), pages 1381-1388.
  4. Bellizzi, Maria Grazia & dell’Olio, Luigi & Eboli, Laura & Mazzulla, Gabriella, 2021. "Detecting passengers' heterogeneity on airlines’ services using SP data," Journal of Air Transport Management, Elsevier, vol. 96(C).
  5. Maria Grazia Bellizzi & Luigi dell’Olio & Laura Eboli & Carmen Forciniti & Gabriella Mazzulla, 2020. "Passengers’ Expectations on Airlines’ Services: Design of a Stated Preference Survey and Preliminary Outcomes," Sustainability, MDPI, vol. 12(11), pages 1-14, June.
  6. Enhou Zu & Shao-Yu Liu & Bi-Min Hsu & Yu-Cheng Wang & Edwin M. Lau, 2020. "An Analysis of the Success Factors for Passenger Boarding Enthusiasm for Low-Cost Regional Airline Routes," Sustainability, MDPI, vol. 12(16), pages 1-26, August.
  7. Juan de Oña & Rocio de Oña, 2015. "Quality of Service in Public Transport Based on Customer Satisfaction Surveys: A Review and Assessment of Methodological Approaches," Transportation Science, INFORMS, vol. 49(3), pages 605-622, August.
  8. Yang, Keng-Chieh & Hsieh, Tsui-Chuan & Li, Hendrik & Yang, Chyan, 2012. "Assessing how service quality, airline image and customer value affect the intentions of passengers regarding low cost carriers," Journal of Air Transport Management, Elsevier, vol. 20(C), pages 52-53.
  9. Ying-Chih Chang & Tsu-Ming Yeh & Fan-Yun Pai & Tai-Peng Huang, 2018. "Sport Activity for Health!! The Effects of Karate Participants’ Involvement, Perceived Value, and Leisure Benefits on Recommendation Intention," IJERPH, MDPI, vol. 15(5), pages 1-16, May.
  10. Wang, Qi & Wu, Chong & Sun, Yang, 2015. "Evaluating corporate social responsibility of airlines using entropy weight and grey relation analysis," Journal of Air Transport Management, Elsevier, vol. 42(C), pages 55-62.
  11. Allen, Jaime & Eboli, Laura & Forciniti, Carmen & Mazzulla, Gabriella & Ortúzar, Juan de Dios, 2019. "The role of critical incidents and involvement in transit satisfaction and loyalty," Transport Policy, Elsevier, vol. 75(C), pages 57-69.
  12. Basfirinci, Cigdem & Mitra, Amitava, 2015. "A cross cultural investigation of airlines service quality through integration of Servqual and the Kano model," Journal of Air Transport Management, Elsevier, vol. 42(C), pages 239-248.
  13. Kattreeya Chanpariyavatevong & Warit Wipulanusat & Thanapong Champahom & Sajjakaj Jomnonkwao & Dissakoon Chonsalasin & Vatanavongs Ratanavaraha, 2021. "Predicting Airline Customer Loyalty by Integrating Structural Equation Modeling and Bayesian Networks," Sustainability, MDPI, vol. 13(13), pages 1-21, June.
  14. Atalay, Kumru Didem & Atalay, Buket & Isin, Feride Bahar, 2019. "FIPIA with information entropy: A new hybrid method to assess airline service quality," Journal of Air Transport Management, Elsevier, vol. 76(C), pages 67-77.
  15. Kuljanin, Jovana & Paskota, Mira & Kalić, Milica, 2018. "Methodological framework for the investigation on the rapidly growing air travel market – An application of multivariate statistical analysis," Journal of Air Transport Management, Elsevier, vol. 72(C), pages 86-91.
  16. Tahanisaz, Sahar & shokuhyar, Sajjad, 2020. "Evaluation of passenger satisfaction with service quality: A consecutive method applied to the airline industry," Journal of Air Transport Management, Elsevier, vol. 83(C).
  17. Mohammed Al Awadh, 2023. "Assessing the Quality of Sustainable Airline Services Utilizing the Multicriteria Decision-Making Approach," Sustainability, MDPI, vol. 15(9), pages 1-19, April.
  18. Song, Cen & Ma, Xiaoqian & Ardizzone, Catherine & Zhuang, Jun, 2024. "The adverse impact of flight delays on passenger satisfaction: An innovative prediction model utilizing wide & deep learning," Journal of Air Transport Management, Elsevier, vol. 114(C).
  19. Kazim Sari & Abdullah Alper Sener, 2022. "Service quality and intention to recommend in low-cost and full-service airlines in Turkey," DECISION: Official Journal of the Indian Institute of Management Calcutta, Springer;Indian Institute of Management Calcutta, vol. 49(3), pages 297-309, September.
  20. Patricia Lippitt & Nadine Itani & John F. O’Connell & David Warnock-Smith & Marina Efthymiou, 2023. "Investigating Airline Service Quality from a Business Traveller Perspective through the Integration of the Kano Model and Importance–Satisfaction Analysis," Sustainability, MDPI, vol. 15(8), pages 1-18, April.
  21. Lucini, Filipe R. & Tonetto, Leandro M. & Fogliatto, Flavio S. & Anzanello, Michel J., 2020. "Text mining approach to explore dimensions of airline customer satisfaction using online customer reviews," Journal of Air Transport Management, Elsevier, vol. 83(C).
  22. Ahmad Azmi M. Ariffin & Ehsaneh N.M. Nameghi & Amin Khakizadeh, 2013. "The Relationship between Airlines’ Corporate Image and the Expectation toward Inflight Hospitality Services," Academic Journal of Interdisciplinary Studies, Richtmann Publishing Ltd, vol. 2, October.
  23. HakJun Song & Wenjia Ruan & Yunmi Park, 2019. "Effects of Service Quality, Corporate Image, and Customer Trust on the Corporate Reputation of Airlines," Sustainability, MDPI, vol. 11(12), pages 1-14, June.
  24. Nameghi, Ehsaneh N.M. & Ariffin, Ahmad Azmi M., 2013. "The measurement scale for airline hospitality: Cabin crew's performance perspective," Journal of Air Transport Management, Elsevier, vol. 30(C), pages 1-9.
  25. Kim, Yu Kyoung & Lee, Hyung Ryong, 2011. "Customer satisfaction using low cost carriers," Tourism Management, Elsevier, vol. 32(2), pages 235-243.
  26. Shiwakoti, Nirajan & Jiang, Hongwei & Nguyen, An Duong, 2022. "Passengers’ perception of safety and its relationship with demographics, service quality, satisfaction and loyalty in airlines sector - A case study of Vietnam to Australia route," Transport Policy, Elsevier, vol. 124(C), pages 194-202.
  27. Woo, Mina, 2019. "Assessing customer citizenship behaviors in the airline industry: Investigation of service quality and value," Journal of Air Transport Management, Elsevier, vol. 76(C), pages 40-47.
  28. Koech, Alex Kipkorir & Buyle, Sven & Macário, Rosário, 2023. "Airline brand awareness and perceived quality effect on the attitudes towards frequent-flyer programs and airline brand choice - Moderating effect of frequent-flyer programs," Journal of Air Transport Management, Elsevier, vol. 107(C).
  29. Henderson, Isaac Levi & Tsui, Kan Wai Hong & Ngo, Thanh & Gilbey, Andrew & Avis, Mark, 2019. "Airline brand choice in a duopolistic market: The case of New Zealand," Transportation Research Part A: Policy and Practice, Elsevier, vol. 121(C), pages 147-163.
  30. Arora, Swapan Deep & Mathur, Sameer, 2020. "Effect of airline choice and temporality on flight delays," Journal of Air Transport Management, Elsevier, vol. 86(C).
  31. Hu, Kai-Chieh & Hsiao, Man-Wei, 2016. "Quality risk assessment model for airline services concerning Taiwanese airlines," Journal of Air Transport Management, Elsevier, vol. 53(C), pages 177-185.
  32. Cees J. Gelderman & Jos Schijns & Wim Lambrechts & Simon Vijgen, 2021. "Green marketing as an environmental practice: The impact on green satisfaction and green loyalty in a business‐to‐business context," Business Strategy and the Environment, Wiley Blackwell, vol. 30(4), pages 2061-2076, May.
  33. Deveci, Muhammet & Özcan, Ender & John, Robert & Öner, Sultan Ceren, 2018. "Interval type-2 hesitant fuzzy set method for improving the service quality of domestic airlines in Turkey," Journal of Air Transport Management, Elsevier, vol. 69(C), pages 83-98.
  34. Park, Jin-Woo, 2010. "The effect of frequent flyer programs: A case study of the Korean airline industry," Journal of Air Transport Management, Elsevier, vol. 16(5), pages 287-288.
  35. Grosche, Tobias & Rothlauf, Franz & Heinzl, Armin, 2007. "Gravity models for airline passenger volume estimation," Journal of Air Transport Management, Elsevier, vol. 13(4), pages 175-183.
  36. Shahid Bashir & Muddasar Ghani Khwaja & Yasir Rashid & Jamshid Ali Turi & Tariq Waheed, 2020. "Green Brand Benefits and Brand Outcomes: The Mediating Role of Green Brand Image," SAGE Open, , vol. 10(3), pages 21582440209, August.
  37. Li, Wenhua & Yu, Suihuai & Pei, Huining & Zhao, Chuan & Tian, Baozhen, 2017. "A hybrid approach based on fuzzy AHP and 2-tuple fuzzy linguistic method for evaluation in-flight service quality," Journal of Air Transport Management, Elsevier, vol. 60(C), pages 49-64.
  38. de Oña, Juan, 2021. "Understanding the mediator role of satisfaction in public transport: A cross-country analysis," Transport Policy, Elsevier, vol. 100(C), pages 129-149.
  39. Sanghoon Lee & Eunil Park & Sang Jib Kwon & Angel P. Del Pobil, 2015. "Antecedents of Behavioral Intention to Use Mobile Telecommunication Services: Effects of Corporate Social Responsibility and Technology Acceptance," Sustainability, MDPI, vol. 7(8), pages 1-15, August.
  40. Dixit, Aasheesh & Kumar, Patanjal & Jakhar, Suresh Kumar, 2022. "Effectiveness of carbon tax and congestion cost in improving the airline industry greening level and welfare: A case of two competing airlines," Journal of Air Transport Management, Elsevier, vol. 100(C).
  41. Pereira, Francisco & Costa, Joana Martinho & Ramos, Ricardo & Raimundo, António, 2023. "The impact of the COVID-19 pandemic on airlines’ passenger satisfaction," Journal of Air Transport Management, Elsevier, vol. 112(C).
  42. Lin, Hsiu-Fen & Huang, Yi-Wen, 2015. "Using analytic network process to measure the determinants of low cost carriers purchase intentions: A comparison of potential and current customers," Journal of Air Transport Management, Elsevier, vol. 49(C), pages 9-16.
  43. Shah, Faisal Tehseen & Syed, Zaineb & Imam, Abeer & Raza, Aiman, 2020. "The impact of airline service quality on passengers’ behavioral intentions using passenger satisfaction as a mediator," Journal of Air Transport Management, Elsevier, vol. 85(C).
  44. Ko, Young Dae & Kwag, Sung Il & Oh, Yonghui, 2020. "An efficient airline seat reallocation algorithm considering customer dissatisfaction," Journal of Air Transport Management, Elsevier, vol. 85(C).
  45. Prentice, Catherine & Kadan, Mariam, 2019. "The role of airport service quality in airport and destination choice," Journal of Retailing and Consumer Services, Elsevier, vol. 47(C), pages 40-48.
  46. Pakdil, Fatma & Aydın, Özlem, 2007. "Expectations and perceptions in airline services: An analysis using weighted SERVQUAL scores," Journal of Air Transport Management, Elsevier, vol. 13(4), pages 229-237.
  47. Gupta, Himanshu, 2018. "Evaluating service quality of airline industry using hybrid best worst method and VIKOR," Journal of Air Transport Management, Elsevier, vol. 68(C), pages 35-47.
  48. Jui-Kuei Chen & I-Shuo Chen, 2010. "Disparities Between Services Demanded And Services Received In Taiwanese Restaurants," Global Journal of Business Research, The Institute for Business and Finance Research, vol. 4(1), pages 59-69.
  49. Lubbe, Berendien & Louw, Liebie, 2010. "The perceived value of mobile devices to passengers across the airline travel activity chain," Journal of Air Transport Management, Elsevier, vol. 16(1), pages 12-15.
  50. Liou, James J.H. & Tzeng, Gwo-Hshiung, 2007. "A non-additive model for evaluating airline service quality," Journal of Air Transport Management, Elsevier, vol. 13(3), pages 131-138.
  51. Carlos Monteiro & Mara Franco & Raquel Meneses & Rui Alexandre Castanho, 2023. "Customer Co-Creation on Revisiting Intentions: A Focus on the Tourism Sector," Sustainability, MDPI, vol. 15(21), pages 1-22, October.
  52. Chen, Hsi-Tien & Chao, Ching-Cheng, 2015. "Airline choice by passengers from Taiwan and China: A case study of outgoing passengers from Kaohsiung International Airport," Journal of Air Transport Management, Elsevier, vol. 49(C), pages 53-63.
  53. Gao, Yi & Koo, Tay T.R., 2014. "Flying Australia–Europe via China: A qualitative analysis of the factors affecting travelers' choice of Chinese carriers using online comments data," Journal of Air Transport Management, Elsevier, vol. 39(C), pages 23-29.
  54. Rajaguru, Rajesh, 2016. "Role of value for money and service quality on behavioural intention: A study of full service and low cost airlines," Journal of Air Transport Management, Elsevier, vol. 53(C), pages 114-122.
  55. Sezgen, Eren & Mason, Keith J. & Mayer, Robert, 2019. "Voice of airline passenger: A text mining approach to understand customer satisfaction," Journal of Air Transport Management, Elsevier, vol. 77(C), pages 65-74.
  56. Myungsook An & Chongho Lee & Yonghwi Noh, 2010. "Risk factors at the travel destination: their impact on air travel satisfaction and repurchase intention," Service Business, Springer;Pan-Pacific Business Association, vol. 4(2), pages 155-166, June.
  57. Seungju Nam & Chunghun Ha & Hyun Cheol Lee, 2018. "Redesigning In-Flight Service with Service Blueprint Based on Text Analysis," Sustainability, MDPI, vol. 10(12), pages 1-21, November.
  58. Chen, I-Shuo, 2016. "A combined MCDM model based on DEMATEL and ANP for the selection of airline service quality improvement criteria: A study based on the Taiwanese airline industry," Journal of Air Transport Management, Elsevier, vol. 57(C), pages 7-18.
  59. Artur Kierzkowski & Jacek Ryczyński & Tomasz Kisiel & Ewa Mardeusz, 2024. "Influence of the Configuration of Airport Security Control Systems on the Implementation of Assumptions of the Sustainable Development Policy," Sustainability, MDPI, vol. 16(20), pages 1-22, October.
  60. Samanci, Simge & Didem Atalay, Kumru & Bahar Isin, Feride, 2021. "Focusing on the big picture while observing the concerns of both managers and passengers in the post-covid era," Journal of Air Transport Management, Elsevier, vol. 90(C).
  61. Thowayeb H. Hassan & Amany E. Salem, 2021. "Impact of Service Quality of Low-Cost Carriers on Airline Image and Consumers’ Satisfaction and Loyalty during the COVID-19 Outbreak," IJERPH, MDPI, vol. 19(1), pages 1-16, December.
  62. Liou, James J.H. & Tsai, Chieh-Yuan & Lin, Rong-Ho & Tzeng, Gwo-Hshiung, 2011. "A modified VIKOR multiple-criteria decision method for improving domestic airlines service quality," Journal of Air Transport Management, Elsevier, vol. 17(2), pages 57-61.
  63. Baumeister, Stefan & Nyrhinen, Jussi & Kemppainen, Tiina & Wilska, Terhi-Anna, 2022. "Does airlines’ eco-friendliness matter? Customer satisfaction towards an environmentally responsible airline," Transport Policy, Elsevier, vol. 128(C), pages 89-97.
  64. Fourie, Colette & Lubbe, Berendien, 2006. "Determinants of selection of full-service airlines and low-cost carriers—A note on business travellers in South Africa," Journal of Air Transport Management, Elsevier, vol. 12(2), pages 98-102.
  65. Messner, Wolfgang, 2016. "The impact of an aircraft's service environment on perceptions of in-flight food quality," Journal of Air Transport Management, Elsevier, vol. 53(C), pages 123-130.
  66. Vada, Sera & Prentice, Catherine & Hsiao, Aaron, 2019. "The role of positive psychology in tourists’ behavioural intentions," Journal of Retailing and Consumer Services, Elsevier, vol. 51(C), pages 293-303.
  67. Dissakoon Chonsalasin & Sajjakaj Jomnonkwao & Vatanavongs Ratanavaraha, 2020. "Key Determinants of Airline Loyalty Modeling in Thailand," Sustainability, MDPI, vol. 12(10), pages 1-17, May.
  68. Hussain, Rahim & Al Nasser, Amjad & Hussain, Yomna K., 2015. "Service quality and customer satisfaction of a UAE-based airline: An empirical investigation," Journal of Air Transport Management, Elsevier, vol. 42(C), pages 167-175.
  69. Hu, Jin-Li & Ho, Chien-Wei, 2016. "Service quality and non-salary mechanism for airline companies in Taiwan," Journal of Air Transport Management, Elsevier, vol. 55(C), pages 61-66.
  70. Christopher Adesola Wojuade & Feyikemi Christianah Onatade, 2020. "Service Quality and Passengers’ Satisfaction of Airline Operations in Nigeria," The Journal of Social Sciences Research, Academic Research Publishing Group, vol. 6(9), pages 865-873, 09-2020.
  71. Fu, Xue-mei & Zhang, Jiang-hua & Chan, Felix T.S., 2018. "Determinants of loyalty to public transit: A model integrating Satisfaction-Loyalty Theory and Expectation-Confirmation Theory," Transportation Research Part A: Policy and Practice, Elsevier, vol. 113(C), pages 476-490.
  72. Castillo-Manzano, José I. & López-Valpuesta, Lourdes & González-Laxe, Fernando, 2011. "The effects of the LCC boom on the urban tourism fabric: The viewpoint of tourism managers," Tourism Management, Elsevier, vol. 32(5), pages 1085-1095.
  73. Park, Eunil, 2019. "The role of satisfaction on customer reuse to airline services: An application of Big Data approaches," Journal of Retailing and Consumer Services, Elsevier, vol. 47(C), pages 370-374.
  74. Concepción Román & Raquel Espino & Juan Martín & Ofelia Betancor & Gustavo Nombela, 2008. "Analyzing Mobility in Peripheral Regions of the European Union: The Case of Canarias-Madeira-Azores," Networks and Spatial Economics, Springer, vol. 8(2), pages 141-160, September.
  75. Keshavarz Ghorabaee, Mehdi & Amiri, Maghsoud & Zavadskas, Edmundas Kazimieras & Turskis, Zenonas & Antucheviciene, Jurgita, 2017. "A new hybrid simulation-based assignment approach for evaluating airlines with multiple service quality criteria," Journal of Air Transport Management, Elsevier, vol. 63(C), pages 45-60.
  76. Steven, Adams B. & Dong, Yan & Dresner, Martin, 2012. "Linkages between customer service, customer satisfaction and performance in the airline industry: Investigation of non-linearities and moderating effects," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 48(4), pages 743-754.
  77. de Oña, Juan, 2020. "The role of involvement with public transport in the relationship between service quality, satisfaction and behavioral intentions," Transportation Research Part A: Policy and Practice, Elsevier, vol. 142(C), pages 296-318.
  78. Azer, Jaylan & Ranaweera, Chatura, 2022. "Former customers’ E-WOM in social media platforms: An investigation of motives, network size and social ties," Journal of Business Research, Elsevier, vol. 146(C), pages 118-133.
  79. Chiu, Su-Chin & Liu, Chih-Hsing & Tu, Jin-Hua, 2016. "The influence of tourists' expectations on purchase intention: Linking marketing strategy for low-cost airlines," Journal of Air Transport Management, Elsevier, vol. 53(C), pages 226-234.
  80. Niu, Shih-Yuan & Liu, Chiung-Lin & Chang, Chih-Ching & Ye, Kung-Don, 2016. "What are passenger perspectives regarding airlines' environmental protection? An empirical investigation in Taiwan," Journal of Air Transport Management, Elsevier, vol. 55(C), pages 84-91.
  81. Bezerra, George C.L. & Gomes, Carlos F., 2020. "Antecedents and consequences of passenger satisfaction with the airport," Journal of Air Transport Management, Elsevier, vol. 83(C).
  82. Jayasinghe, J, H. E. & Dilara, W. M. T. & Rodrigo, M. Y. N. & Jayasekara, J. W. C. D & Ilangasekara, A. S. P. & Ilangasekara, S. D., 2021. "Evaluating Dimensions of Customer Loyalty in B2C Market of Freight Forwarding Firms in Sri Lanka," International Journal of Research and Innovation in Social Science, International Journal of Research and Innovation in Social Science (IJRISS), vol. 5(12), pages 881-891, December.
  83. Park, Eunil & Jang, Yeonju & Kim, Jina & Jeong, Nam Jeong & Bae, Kunwoo & del Pobil, Angel P., 2019. "Determinants of customer satisfaction with airline services: An analysis of customer feedback big data," Journal of Retailing and Consumer Services, Elsevier, vol. 51(C), pages 186-190.
  84. Eunil Park & Sanghoon Lee & Sang Jib Kwon & Angel P. Del Pobil, 2015. "Determinants of Behavioral Intention to Use South Korean Airline Services: Effects of Service Quality and Corporate Social Responsibility," Sustainability, MDPI, vol. 7(9), pages 1-16, September.
  85. Yuan, Yalong & Yang, Min & Feng, Tao & Rasouli, Soora & Li, Dawei & Ruan, Xinpei, 2021. "Heterogeneity in passenger satisfaction with air-rail integration services: Results of a finite mixture partial least squares model," Transportation Research Part A: Policy and Practice, Elsevier, vol. 147(C), pages 133-158.
  86. Lee, C.K.M. & Ng, K.K.H. & Chan, Hing Kai & Choy, K.L. & Tai, W.C. & Choi, L.S., 2018. "A multi-group analysis of social media engagement and loyalty constructs between full-service and low-cost carriers in Hong Kong," Journal of Air Transport Management, Elsevier, vol. 73(C), pages 46-57.
  87. Juan Oña & Rocío Oña, 2023. "Is it possible to attract private vehicle users towards public transport? Understanding the key role of service quality, satisfaction and involvement on behavioral intentions," Transportation, Springer, vol. 50(3), pages 1073-1101, June.
  88. Singh, Balgopal, 2021. "Predicting airline passengers’ loyalty using artificial neural network theory," Journal of Air Transport Management, Elsevier, vol. 94(C).
  89. Jin-Woo Park & Rodger Robertson & Cheng-Lung Wu, 2009. "Differences in air passengers’ buying behaviour: findings from Korean and Australian international passengers," Transportation Planning and Technology, Taylor & Francis Journals, vol. 32(5), pages 441-460, April.
  90. Yalcin Kavus, Bahar & Gulum Tas, Pelin & Ayyildiz, Ertugrul & Taskin, Alev, 2022. "A three-level framework to evaluate airline service quality based on interval valued neutrosophic AHP considering the new dimensions," Journal of Air Transport Management, Elsevier, vol. 99(C).
  91. Chiou, Yu-Chiun & Chen, Yen-Heng, 2010. "Factors influencing the intentions of passengers regarding full service and low cost carriers: A note," Journal of Air Transport Management, Elsevier, vol. 16(4), pages 226-228.
  92. Chow, Clement Kong Wing, 2015. "On-time performance, passenger expectations and satisfaction in the Chinese airline industry," Journal of Air Transport Management, Elsevier, vol. 47(C), pages 39-47.
  93. Hsu, Chia-Jui & Yen, Jin-Ru & Chang, Yu-Chun & Woon, Hui Kee, 2016. "How do the services of low cost carriers affect passengers' behavioral intentions to revisit a destination?," Journal of Air Transport Management, Elsevier, vol. 52(C), pages 111-116.
  94. Sheema Liza Idris & Masurah Mohamad, 2023. "A Study on Sentiment Analysis on Airline Quality Services: A Conceptual Paper," Information Management and Business Review, AMH International, vol. 15(4), pages 564-576.
  95. Bakır Mahmut & Akan Şahap & Durmaz Emrah, 2019. "Exploring service quality of low-cost airlines in Europe: An integrated MCDM approach," Economics and Business Review, Sciendo, vol. 5(2), pages 109-130, June.
  96. Tsafarakis, Stelios & Kokotas, Theodosios & Pantouvakis, Angelos, 2018. "A multiple criteria approach for airline passenger satisfaction measurement and service quality improvement," Journal of Air Transport Management, Elsevier, vol. 68(C), pages 61-75.
  97. Ayat Zaki Ahmed & Manuel Rodríguez Díaz, 2022. "A Methodology for Machine-Learning Content Analysis to Define the Key Labels in the Titles of Online Customer Reviews with the Rating Evaluation," Sustainability, MDPI, vol. 14(15), pages 1-31, July.
  98. Jun Hwan Kim & Hyun Cheol Lee, 2019. "Understanding the Repurchase Intention of Premium Economy Passengers Using an Extended Theory of Planned Behavior," Sustainability, MDPI, vol. 11(11), pages 1-19, June.
  99. Papageorgiou Í. Athina, 2016. "Service Quality And Customer Satisfaction In Air Transportation," Tourism Research Institute, Journal of Tourism Research, vol. 15(1), pages 3-20, June.
  100. Medina-Muñoz, Diego Ramón & Medina-Muñoz, Rita Dolores & Suárez-Cabrera, Miguel à ngel, 2018. "Determining important attributes for assessing the attractiveness of airlines," Journal of Air Transport Management, Elsevier, vol. 70(C), pages 45-56.
  101. Liou, James J.H. & Yen, Leon & Tzeng, Gwo-Hshiung, 2010. "Using decision rules to achieve mass customization of airline services," European Journal of Operational Research, Elsevier, vol. 205(3), pages 680-686, September.
  102. Tanrıverdi, Gökhan & Bakır, Mahmut & Merkert, Rico, 2020. "What can we learn from the JATM literature for the future of aviation post Covid-19? - A bibliometric and visualization analysis," Journal of Air Transport Management, Elsevier, vol. 89(C).
  103. Kuo, Ming-Shin, 2011. "A novel interval-valued fuzzy MCDM method for improving airlines’ service quality in Chinese cross-strait airlines," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 47(6), pages 1177-1193.
  104. Johan W de, 2013. "Airline Service Quality in South Africa and Malaysia- An International Customer Expectations Approach," Journal of Economics and Behavioral Studies, AMH International, vol. 5(11), pages 752-761.
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