Evaluating service marketing in airline industry and its influence on student passengers' purchasing behaviour-using Taipei-London route as an example.

This paper reports an empirical study into airline consumer purchase behaviour on a major global route, that between the United Kingdom and Taipei. It focuses on the factors influencing airline choice for a sample of 60 Taiwanese students based at UK Universities and travelling on five airlines: British Airways, Cathay Pacific Airways, China Airlines, EVA Airways and Royal Dutch Airways. Several stages of data-gathering were undertaken and a well-established analytical framework for services marketing was used to identify gaps between the desired and received service. The main findings suggest that service quality, including in-flight entertainment, cabin crew attitude and seating comfort, can be as important as, or more important than, price in student purchase decisions for long-haul flights. Other important factors in carrier choice included student discounts, baggage allowances and airline safety record.
Key Words: Service Marketing, Airline Industry, Consumer Behaviour, Taiwan, Tourism