An Exploration of Airline Service Quality Attributes' Role in Affecting Customer Decision-making; Egyptian Market Perspective.

Document Type : Original Article

Author

Tourism department, faculty of tourism and hotels, Alexandria University, Egypt

Abstract

Nowadays, passengers, while making decisions about choosing which airline to fly with, make an evaluation of the quality of the service attributes provided by the airlines. So, this study aims to investigate the effect of Airline Service Quality(ASQ) attributes on the Egyptian decision-making process on airline choices. A quantitative approach was carried out by developing an online questionnaire that included ASQ attributes, and a total of 483 responses were handed out.
The study's results indicated that ASQ has a great role in affecting the Egyptian decision-making process for airline choices. Also, offering attractive prices from the airlines and the airlines capacity to respond to cancelled or delayed flights were ranked as highly impactful.. It is recommended for airlines to pay more attention to doing a periodic assessment of their service quality to maintain offerings that accord with customer preferences to keep their growth and profit from the Egyptian market.
Keywords:
Airline service quality, Airline Service Attributes, Airline choice.

Keywords

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