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EFFECT OF SERVICE QUALITY ON AIR PASSENGER''S OVERALL SATISFACTION



Год выпуска: 2011
Автор: Diana Eteiwi
Издательство: LAP Lambert Academic Publishing
Страниц: 76
ISBN: 9783838396248
Описание
Investigation the effects of service quality, satisfaction with the service recovery, value,image, & price on passenger''s overall satisfaction &loyalty by developed & analyzed three models. Using statistical analysis, Model I shows that in flight services, reservation & ticketing, flight availability, reliability, employee services, airport services & satisfaction with the web site & e-services positively affect passenger satisfaction & passenger satisfaction positively affects both behavioral & attitudinal loyalty. While, Model II reveals that service recovery, price, value,& image positively affect passenger satisfaction while image & passenger satisfaction, & service recovery positively affect directly behavioral loyalty. Finally, Model III that in that in-flight services & reservation & ticketing, airport services & employee services, reliability & flight availability, image,& value positively ...


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