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Cross-Cultural Perspectives of Service Quality and Risk in Air TransportationThis study compares US and Korean customers in terms of their perceptions of airline service quality based on SERVPERF and industry-based measures, as well as their perceptions of risks involved in the airline choice. SERVPERF is a set of multi-dimensional measures of customer evaluations of service quality. The results indicate that: (1) US passengers are generally more satisfied with their airline service than Korean customers on most of the SERVPERF dimensions; (2) Koreans are generally more satisfied with the bumping procedures whereas US participants feel more satisfied with the airline's baggage handling, operations/safety, and connections; and (3) US participants perceive higher levels of performance and financial risks whereas Koreans feel greater social risk in choosing an airline. This study also examines the SERVPERF, industry-based measure, and perceived risk in predicting customer satisfaction with, and intention to repatronize the airline. The results suggest that US customers consider service reliability, in-flight comfort, and connections as the key factors determining satisfaction with airline service whereas Korean passengers generally regard reliability, assurance, and risk factors as predictors of satisfaction. The determining factors of customer intention to repatronize the airline are reliability and empathy for US, and reliability and overall risk for Korean customers. The study demonstrates the applicability of SERVPERF as a cross-cultural tool and indicates the importance of perceived risk in cross-cultural studies.
Document ID
20020041936
Acquisition Source
Headquarters
Document Type
Reprint (Version printed in journal)
Authors
Cunningham, Lawrence F.
(Colorado Univ. Denver, CO United States)
Young, Clifford E.
(Colorado Univ. Denver, CO United States)
Lee, Moonkyu
(Yonsei Univ. Seoul, Korea, Republic of)
Date Acquired
August 20, 2013
Publication Date
January 1, 2002
Publication Information
Publication: Journal of Air Transportation
Publisher: Nebraska Univ.
Volume: 7
Issue: 1
ISSN: 1093-8826
Subject Category
Air Transportation And Safety
Distribution Limits
Public
Copyright
Public Use Permitted.
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