Modelling the Impact of Airline Service Quality and Marketing Variables on Passengers’ Future Behavioural Intentions
作者： Jin-Woo Park , Rodger Robertson , Cheng-Lung Wu
DOI: 10.1080/03081060600917686
关键词:
摘要: This article investigates how perceived price, airline service quality, value, passenger satisfaction and image determine passengers' future behavioural intentions. To test the conceptual framework, structural equation modelling using a maximum likelihood estimator was applied to data collected from Australian international air passengers. It found that there were significant relationships between variables except for three paths. The insignificant paths relationship 'perceived price satisfaction', 'service quality image' value image'. Perceived satisfaction, each have direct effect on
unsw.edu.au
sci-hub.se 参考文章(50)
Richard L. Oliver, A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions Journal of Marketing Research. ,vol. 17, pp. 460- 469 ,(1980) , 10.2307/3150499
J. Joseph Cronin, Steven A. Taylor, Measuring service quality: a reexamination and extension Journal of Marketing. ,vol. 56, pp. 55- 68 ,(1992) , 10.1177/002224299205600304
Ruth N. Bolton, James H. Drew, A Multistage Model of Customers' Assessments of Service Quality and Value Journal of Consumer Research. ,vol. 17, pp. 375- 384 ,(1991) , 10.1086/208564
Nha Nguyen, Gaston Leblanc, Corporate image and corporate reputation in customers’ retention decisions in services Journal of Retailing and Consumer Services. ,vol. 8, pp. 227- 236 ,(2001) , 10.1016/S0969-6989(00)00029-1
Claire Dennet't, ELIZABETH M. INESON, GRAHAM J. STONE, MARK COLGATE, Pre-bookable Services in the Chartered Airline Industry: Increasing Satisfaction through Differentiation Service Industries Journal. ,vol. 20, pp. 82- 94 ,(2000) , 10.1080/02642060000000021
Mary Jo Bitner, Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses Journal of Marketing. ,vol. 54, pp. 69- 82 ,(1990) , 10.2307/1251871
Josée Bloemer, Ko de Ruyter, Pascal Peeters, Investigating drivers of bank loyalty: the complex relationship between image, service quality and satisfaction International Journal of Bank Marketing. ,vol. 16, pp. 276- 286 ,(1998) , 10.1108/02652329810245984
Kenneth A. Bollen, Structural Equations with Latent Variables ,(1989)
Richard P. Bagozzi, Causal models in marketing ,(1980)
David C. Bojanic, Consumer perceptions of price, value and satisfaction in the hotel industry: an exploratory study. Journal of Hospitality & Leisure Marketing. ,vol. 4, pp. 5- 22 ,(1996) , 10.1300/J150V04N01_02