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Flight anxiety: investigating the role of airline service quality and flight crew's competence
- Issue Date
- Jul-2019
- Publisher
- ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
- Keywords
- Airline; flight anxiety; service quality; flight crew' s competence; satisfaction; loyalty; travellers; Malaysia; expectation disconfirmation theory; social cognitive theory
- Citation
- ASIA PACIFIC JOURNAL OF TOURISM RESEARCH, v.24, no.7, pp.710 - 724
- Indexed
- SSCI
SCOPUS
- Journal Title
- ASIA PACIFIC JOURNAL OF TOURISM RESEARCH
- Volume
- 24
- Number
- 7
- Start Page
- 710
- End Page
- 724
- ISSN
- 1094-1665
- Abstract
- The aims of this study were to investigate the role of airlines' service quality and flight crew's competence on travellers' flight anxiety and satisfaction and to examine whether flight anxiety and satisfaction are related to travellers' loyalty. Partial least squares analysis, with empirical data from 262 travellers, was employed to assess the proposed conceptual model. Results indicated that flight crew's competence and service quality are significantly related to both flight anxiety and travellers' satisfaction. Travellers' satisfaction was found to affect travellers' loyalty, while the effect of flight anxiety on travellers' loyalty was not supported.
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Collections - 서울 사회과학대학 > 서울 관광학부 > 1. Journal Articles
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Related Researcher
- Hyun, Sunghyup Sean
- COLLEGE OF SOCIAL SCIENCES (SCHOOL OF TOURISM)