AIRLINE PASSENGERS PERCEIVED VALUE
Abstract:The aim of this paper is to analyze the value of airline companies as perceived by passengers, by studying the differences existing between airlines with different business models. The most recent bibliographical review identifies three major dimensions of perceived value: functional value, emotional value and social value. An empirical study was carried out with a total of 1700 personal interviews with users of different airline companies. In the analysis of the data, first a study of the dimensionality, reliability and validity of the perceived value scale was carried out by means of a Confirmatory Factor Analysis using the Structural Equations Models technique. Next, a descriptive analysis was carried out applying the ANOVA technique, allowing identification of any significant differences between the means of several independent samples.
This paper shows airline companies how passengers perceive the functional aspects installations, staff professionalism, timetables, punctuality, attention to complaints, price and non-monetary costs as well as social and emotional aspects, all of them important dimensions for improving the management of airline companies, a sector that has recently been undergoing profound changes motivated by an ever more mature and competitive market.
Document Type: Research Article
Publication date: January 1, 2012
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- The International Journal of Management Cases (IJMC) developed in 2002 from its predecessor The Journal of Management Cases, and present case studies across a broad range of management disciplines. The IJMC is the official journal of the CIRCLE Research Centre. CIRCLE (Centre for International Research Consumers, Locations and their Environments) is a virtual research group spreading over 70 universities.
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