Flight anxiety: investigating the role of airline service quality and flight crew's competence. Issue 7 (3rd July 2019)

• Record Type: Journal Article
• Authors: Batouei, Amir; Iranmanesh, Mohammad; Nikbin, Davoud; Hyun, Sunghyup Sean
• Is Part Of: Asia Pacific journal of tourism research. Volume 24:Issue 7(2019)
• Page Start: 710
• Page End: 724
• Publication Date: 2019-07-03
• Subjects: Airline -- flight anxiety -- service quality -- flight crew's competence -- satisfaction -- loyalty -- travellers -- Malaysia -- expectation disconfirmation theory -- social cognitive theory; Tourism -- Asia -- Periodicals; Tourism -- Pacific Area -- Periodicals; 338.4791504429
• DOI: 10.1080/10941665.2019.1630457
• Languages: English
• ISSNs: 1094-1665

Abstract

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.