The Importance of Service Attributes between Low-cost and Full-service Carrier Customers: A case of Airline Type Hybridisation

Q2 Social Sciences

African Journal of Hospitality, Tourism and Leisure Pub Date : 2021-12-31 DOI:10.46222/ajhtl.19770720.190

Nkululeko Funyane

引用次数: 0

Abstract

This study sought to assess if the importance attached by customers to the airline service attributes differed across low-cost and full-service airline models. A Mann-Whitney U Test was used to assess the difference between the two models. However, before subjecting the data to differential tests, an exploratory factor analysis (maximum likelihood) was performed on the fifty-five items of service attributes, reducing them into forty-two items retained into ten latent factors (airline service attributes). The results of the revealed a significant difference in the importance attached to staff competence, courtesy and responsiveness only. Such findings suggest that the positioning of airlines into binary (FSC - LCC) models could be a waste of effort and resources since airlines seem to be converging.

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低成本航空公司与全服务航空公司客户服务属性的重要性:以航空公司类型混合为例

这项研究试图评估客户对航空公司服务属性的重视程度在低成本和全方位服务的航空公司模式中是否存在差异。Mann-Whitney U检验用于评估两个模型之间的差异。然而，在对数据进行差异测试之前，对五十五项服务属性进行了探索性因素分析（最大似然），将其减少为四十二项，保留为十个潜在因素（航空公司服务属性）。调查结果显示，对工作人员能力、礼貌和反应能力的重视程度存在显著差异。这些发现表明，将航空公司定位为二进制（FSC-LCC）模式可能是浪费精力和资源，因为航空公司似乎正在融合。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

African Journal of Hospitality, Tourism and Leisure Social Sciences-Geography, Planning and Development

CiteScore

2.70

自引率

0.00%

发文量

审稿时长

8 weeks

期刊介绍： AJHTL is a proudly African, independent, privately owned multidisciplinary peer-reviewed journal, not aligned to any institution which is published quarterly. We encourage academic debate and are fully electronic and dedicated to increasing the depth of research across a range of related disciplines with the primary objective of promoting research. New researchers are especially welcome to submit articles to us for consideration. Our articles are read by scholars, students and industry globally. Only authors may submit a paper for review and only original research is considered for publication. Articles that have been either published elsewhere or which are currently considered for publication elsewhere, must not be submitted for reviewing. A journal publication might take from about one month up to one nine months to appear. The reviewing process is competitive with less than 69% of papers considered finally being accepted for publication. Authors must be certain that their paper meets the academic standards of rigorous scholarly research. Authors must have reviewed and cited the critical and recent English references that relate to the research paper. Where other language references are used these must be translated. Articles must be English language edited by authors prior to submission to the journal.