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.
Original language | English |
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Pages (from-to) | 1741-1757 |
Number of pages | 17 |
Journal | African journal of hospitality, tourism and leisure |
Volume | 10 |
Issue number | 6 |
DOIs | |
Publication status | Published - 10 Dec 2021 |
Keywords
- Low-cost carrier
- full-service carrier
- airline service attributes
- convergence
- hybridisation