Main Determinants of Shaping the Quality of Air Transport Services

Joanna Hawlena, Anna Mazurek-Kusiak, Agata Kobyłka
European Research Studies Journal, Volume XXII, Issue 3, 168-185, 2019
DOI: 10.35808/ersj/1464


Purpose: The purpose of the article is to demonstrate the impact of the most important determinants on the selection of the best quality variant of the air service level, depending on the proposed price, standard, comfort, service quality, loyalty, scope of additional services and other criteria. Design/Methodology/Approach: Research on the determinants governing the choice of the air travel segment is based on available literature, statistical documentation, IATA and ULC, Airbus and Boeing, and mainly based on own empirical research. The tests carried out using the diagnostic survey method included two comparable periods in 2011 and 2018. They were carried out on a group of 321 passengers, who started their journey at Katowice-Pyrzowice, Kraków-Balice, Rzeszów-Jasionka and Lublin-Świdnik airports. Findings: The undertaken research based on own empirical study demonstrates the decisive importance of quality in creating the unique services and added value. The effectiveness of reasons determining the passengers’ movements between traditional and low-cost carriers, was also demonstrated as a result of the improvement of consumer service in internal, intersegmental and inter-branch conditions of competition. Practical Implications: The key determinant of obtaining a competitive market advantage by service providers is the improvement of passenger service quality at the departure port, on the aircraft and at the destination port. The skill and effectiveness of this dominant use is demonstrated by the level of elimination of unfavorable features of the service already in the design phase, the dimension of the outflow of loyal passengers to competitors, the number of new increments and the expansion of loyal customers, which is expressed in a synthetic way by the increase in purchases. Originality/Value: Comparison of services of traditional air carriers with the low-cost carriers on the polish market. Data can be compared with other countries.

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