An Importance-Performance Analysis to Evaluate Airline Service Quality: The Case Study of a Budget Airline in Asia

Choon Chiang Leong

38 citations0/0 files storedJournal of Quality Assurance in Hospitality & Tourism

No readable copy stored yet — this record is metadata only.

No open-access location is known for this record yet.

Literature note Cite in a project Citation map

Customer Service Quality and Loyalty Consumer Behavior and Marketing Influence Aviation Industry Analysis and Trends

Abstract

This paper presents an importance-performance analysis on a Singapore-based budget airline. The survey questionnaire was designed and administered to 600 respondents on board of eight different regional flights in Asia. A total of 356 useful responses were collected and the data were processed and presented in the form of graphical IPA grids. This report served as a good starting point for a relatively new budget airline in understanding their passengers and coming up with ways to enhance customer satisfaction. The findings in this case study showed that there were areas that the passengers found important but the performance of the budget airline did not match up to their expectations. The discrepancy on the service quality perceived by the responding passengers in the survey needed to be addressed. Therefore, it was recommended that the management should allocate more resources to make improvements within the areas of checking-in service, in-flight entertainment, price, and convenience.

Paper brief

Loading…

Cite this work

Citation unavailable for this work.

BibTeX RIS CSL-JSON

No public copy is stored for this record, so only the metadata is cited.

Citations in this library

Citation map →

Stored only when both papers are in the corpus — 38 citations exist upstream.

References

1975Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 2010Satisfaction: a behavioral perspective on the consumer 1977Importance-Performance Analysis 1993Cognitive, Affective, and Attribute Bases of the Satisfaction Response 1984Business Research Methods 1998The Asymmetric Impact of Negative and Positive Attribute-Level Performance on Overall Satisfaction and Repurchase Intentions 2001Revisiting importance–performance analysis

Cited by

2018Extending understanding of the internal marketing practice and employee satisfaction relationship: A budget Chinese airline empirical examination 2019FIPIA with information entropy: A new hybrid method to assess airline service quality 2019Exploring Service Quality of Low Cost Airlines 2020Logistics service quality: where we are and where we go in the context of airline industry 2012An Importance–Performance Analysis of Low Cost Carriers in Asia

Explore the map →

Papers that cite the same references — the relational fallback while embeddings are still backfilling.

Imported from OpenAlex (CC0) — nothing here is generated.