Abstract
This research focuses on understanding how passengers had perceived airline's flight services as well as how passengers had evaluated the importance of service quality dimensions of airlines based in Singapore, specifically understanding whether full-service network carriers or low-cost carriers had delivered better value-added service quality in terms of whether airfares were value for money, as well as identifying whether gender and age differences perceive differently towards service quality. Data was collected via a survey at Singapore's Changi Airport, targeting arriving passengers who had flown on Singapore-based airlines. The results revealed that full-service network carriers had delivered better value in flight services as compared to low-cost carriers. The results also highlighted that between genders, male passengers are more satisfied with airline's flight services as compared to females, while between age groups, significant differences were found in overall seat comfort. Moreover, Airline safety records and on-time departure and arrival followed by lavatories cleanliness and odourless were rated as the most important factors towards passengers.Keywords: Airfares, Service quality assessment, SERVQUAL, Singapore-based airlines, Value-added serviceJEL Classifications: L93, M30, M31DOI: https://doi.org/10.32479/irmm.9096
Highlights
To remain competitive in an industry, it is of paramount importance that service providers render quality service to their customers (Abdullah et al, 2007)
This research is focused on the investigation of customer satisfaction in Singapore’s air travel market
The survey obtained, derives a proportion of population who had flown on Singapore-based airlines and identifies how they perceive quality of service delivered by these airlines
Summary
To remain competitive in an industry, it is of paramount importance that service providers render quality service to their customers (Abdullah et al, 2007). Sustaining and improving service excellence in airline services is a crucial aspect in the airline business (Park et al, 2004) It is an area where passengers will either continue to choose to fly with a particular airline or select another airline as the airline business is highly competitive. Passengers insights and responses are generally based on their own individual perceived value towards a service as passengers have different backgrounds and professions that produce varied behaviours (Park et al, 2006a). These perceptions, have significant impacts on airline overall quality of service ratings
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