Journal
JOURNAL OF AIR TRANSPORT MANAGEMENT
Volume 10, Issue 6, Pages 435-439Publisher
ELSEVIER SCI LTD
DOI: 10.1016/j.jairtraman.2004.06.001
Keywords
airline service quality; service value; path analysis
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This paper seeks to improving our understanding of air passengers' decision-making processes by testing a conceptual model that considers service expectation, service perception, service value, passenger satisfaction, airline image, and behavioural intentions simultaneously. For this testing, path analysis via maximum likelihood estimator is applied to data collected from Korean international air passengers. Service value, passenger satisfaction, and airline image are each found to have a direct effect on air passengers' decision-making processes. (C) 2004 Elsevier Ltd. All rights reserved.
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