Airline services marketing by domestic and foreign firms: differences from the customers' viewpoint

Aksoy S., Atilgan E., Akinci S.

JOURNAL OF AIR TRANSPORT MANAGEMENT, cilt.9, sa.6, ss.343-351, 2003 (SSCI) identifier identifier

  • Yayın Türü: Makale / Tam Makale
  • Cilt numarası: 9 Sayı: 6
  • Basım Tarihi: 2003
  • Doi Numarası: 10.1016/s0969-6997(03)00034-6
  • Dergi Adı: JOURNAL OF AIR TRANSPORT MANAGEMENT
  • Derginin Tarandığı İndeksler: Social Sciences Citation Index (SSCI), Scopus
  • Sayfa Sayıları: ss.343-351
  • Anahtar Kelimeler: customer expectations, services marketing, domestic vs. foreign
  • Akdeniz Üniversitesi Adresli: Evet

Özet

Based on a survey of 1014 passengers of five European airlines, this paper reveals differences between passengers on the Turkish domestic airline and those on four foreign airlines on the same flight destinations with respect to demographic profiles, behavioral characteristics, understanding of airline service dimensions, and satisfaction levels. Differences between the two passenger groups are highlighted in terms of age, sex, education, occupation, sector affiliation, location of domicile, travel purpose, travel frequency, service expectations, and satisfaction levels. It is concluded that the differences in consumer profiles and expectations are valuable clues for domestic and foreign airline firms in understanding their consumers and in designing their marketing strategies. (C) 2003 Elsevier Ltd. All rights reserved.