Mind the gap: examining the gap in international passenger expectations and perceptions of service quality in low-cost carriers
Article
Dsilva, J., Balasubramanian, S. and Paris, C. 2021. Mind the gap: examining the gap in international passenger expectations and perceptions of service quality in low-cost carriers. Tourism Review International. 25 (4), pp. 419-426. https://doi.org/10.3727/154427221x16317419620219
Type | Article |
---|---|
Title | Mind the gap: examining the gap in international passenger expectations and perceptions of service quality in low-cost carriers |
Authors | Dsilva, J., Balasubramanian, S. and Paris, C. |
Abstract | Meeting or exceeding passengers' service quality expectations has become a critical factor for lowcost carriers (LCC). Still, only limited efforts have been made to date to investigate the differences (gap) in LCC passengers' expectations and perceptions. A comprehensive 25-item SERVQUAL framework for LCC was first developed through an extensive literature review and insights obtained from exploratory interviews and focus groups with passengers and industry experts. Using survey data of LCC passengers, the validity and reliability of the framework were first established, and then the differences in the expectations and perceptions were understood. The results indicate that none of the service quality attributes of LCCs have met, let alone exceeded, expectations, and the most significant gaps were found for "reliability" and "responsiveness" dimensions. With the growing global demand for budget travel and new LCCs entering the market, the study provides timely insights for LCCs to narrow the expectation–perception gap and achieve competitive advantage. |
Keywords | Budget airlines; Gap analysis; Confirmatory factor analysis; Customer satisfaction; Service sector |
Publisher | Cognizant Communication Corporation |
Journal | Tourism Review International |
ISSN | 1544-2721 |
Electronic | 1943-4421 |
Publication dates | |
10 Nov 2021 | |
Online | 10 Nov 2021 |
Publication process dates | |
Deposited | 30 Nov 2021 |
Output status | Published |
Publisher's version | |
Copyright Statement | Printed in the USA. All rights reserved. Copyright © 2021 Cognizant, LLC. The article(s) and/or figure(s) cannot be used for resale. This published article: Dsilva, J., Balasubramanian, S., & Paris, C. M. (2021). Mind the Gap: Examining the Gap in International Passenger Expectations and Perceptions of Service Quality in Low-cost Carriers. Tourism Review International, 25(4), 419–426. https://doi.org/10.3727/154427221x16317419620219 is included in the Middlesex University Research Repository as per the publisher's repository policy (https://cognizantcommunication.com/about/cognizant-policies/#toggle-...). |
Digital Object Identifier (DOI) | https://doi.org/10.3727/154427221x16317419620219 |
Scopus EID | 2-s2.0-85120999412 |
Web of Science identifier | WOS:000722433700003 |
Related Output | |
Has metadata | http://www.scopus.com/inward/record.url?eid=2-s2.0-85120999412&partnerID=MN8TOARS |
Language | English |
https://repository.mdx.ac.uk/item/8997y
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