Understanding and Managing customer Expectations of Service Quality and Service Delivery: An Empirical Analysis from Airline Industry Perspective

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dc.contributor.authorRahman, Arifur-
dc.description학위논문(석사)----아주대학교 국제대학원--국제경영학과,2008.12-
dc.description.tableofcontentsAbstract iv Acknowledgements v Table of contents vii List of tables ix List of figures xi Chapter One: Introduction 1 1.1The statement of the problem 2 1.2 Research Questions 3 1.3 Importance of the study 3 1.4 Delimitations and Limitations of the study 5 1.5 Organization of the Thesis 5 Chapter Two: Conceptual framework 7 2.1. Determinants of service expectations: proposed model 7 2.2. Literature review 9 2.3 Determinants of service quality expectations 11 2.4 Determinants service delivery time expectations 16 2.5 Management of service expectations 16 2.6 Hypotheses 18 Chapter Three: Methodology 19 3. 1 The sample 19 3.2 The survey instrument 21 Chapter Four: Data Analyses 24 4.1. Descriptive statistics 24 4.2. Exploratory factor analysis 26 4.3. Expectations of service delivery time 32 4.4 Confirmatory factor analysis 32 Chapter Five: Major findings and Discussion 36 5.1. Managing service expectations 36 5.2. Managing customer-provider interactions 38 5.3 Managing service time delivery time 40 Chapter Six: Conclusion 41 6.1 Summary of the research 41 6.2 Limitations and suggestions for future research 41 References 43 Appendix 46 Questionnaire46 Results of the analysis 56 |Table1. Determinants of service expectations regarding service quality and delivery time: hypothesized effects 17 Table 2. Demographic characteristics of the sample 20 Table 3 Means and Standard deviations for all variables in the model 24 Table 3.1 Descriptive statistics for Should Functional and Should Technical Expectations 56 Table 3.2 Descriptive statistics for Will Functional and Will Technical Expectations 56 Table 3.3 Descriptive statistics for Internal Sources of Information (ISI) 57 Table 3.4 Descriptive statistics for Internal Sources of Information (ISI) 57 Table 3.5 Descriptive statistics for Values 58 Table 3.6 Descriptive statistics for Involvement 58 Table 3.7 Descriptive statistics for service delivery time 59 Table 3.8 Descriptive statistics for situational influence 59 Table: 4 Factors for all variables in the model 26 Table 4.1 Factor loadings-Rotated Component Matrix-Should Expectations 60 Table 4.2 Total Variance Explained _should Expectations 62 Table 4.3 Factor loadings_ Rotated Component Matrix _will Expectations 62 Table 4.4 Total Variance Explained _Will Expectations 64 Table 4.5 Factor loadings_ Rotated Component Matrix_(ISI) 64 Table 4.6 Total Variance Explained_ Internal Sources of Information (ISI) 66 Table 4.7 Factor Loadings _Rotated Component Matrix_ESI 66 Table 4.8 Total Variance Explained_ External Sources of Information (ESI) 68 Table 4.9 Factor Loadings _Values _Rotated Component Matrix 66 Table 4.10 Total Variance Explained_ Values 67 Table 4.11 Factor Loadings _Involvement _Rotated Component Matrix 71 Table 4.12 Total Variance Explained_ Involvement 72 Table 4.13 Factor Loadings _Service delivery time _Rotated Component Matrix 73 Table 4.14 Total Variance Explained_ Service delivery time 75 Table 4.15 Factor Loadings _Situational Influence 75 Table 4.16 Total Variance Explained_ Situational Influences 76 Table 4.17 Reliability Statistics _Should functional 77 Table 4.18 Reliability Statistics _Should Technical 77 Table 4.19 Reliability Statistics _will Functional 77 Table 4.20 Reliability Statistics _Will technical 77 Table 4.21 Reliability Statistics _Effort 77 Table 4.22 Reliability Statistics_Satisfaction with the airline 77 Table 4.23 Reliability Statistics _Easy and vividness of recall 78 Table 4.24 Reliability Statistics_Word of mouth 78 Table 4.25 Reliability Statistics_ Implicit promises 78 Table 4.26 Reliability Statistics_Explicit promises 78 Table 4.27 Reliability Statistics_Third parties 78 Table 4.28 Reliability Statistics_ values 78 Table 4.29 Reliability Statistics _Risk consequences /Importance 78 Table 4.30 Reliability Statistics _Perceived risk 79 Table 4.31 Reliability Statistics _Pleasure / sign 79 Table 4.32 Reliability Statistics word- of- mouth 79 Table 4.33 Reliability Statistics _explicit promises 79 Table 4.34 Reliability Statistics _Past experiences 79 Table 4.35 Reliability Statistics _Situational influences 79 Table 5 Maximum Likelihood coefficients of the structural model 34 Table 5.1 CFA _should technical 81 Table 5.2 CFA _should Functional 81 Table 5.3 CFA _Will technical 81 Table 5.4 CFA _Will Functional 82 Table 5.5 Over all goodness of fit of the model 82 |Fig: 1 Determinants of should and will service expectations considering the dimensions of service quality (Conceptual framework 8 Fig: 2 Antecedents of the service delivery time expectations 9 Fig: 3 Determinants of should and will service expectations (CFA Model) 33-
dc.publisherGraduate School of International Studies Ajou University-
dc.rights아주대학교 논문은 저작권에 의해 보호받습니다.-
dc.titleUnderstanding and Managing customer Expectations of Service Quality and Service Delivery: An Empirical Analysis from Airline Industry Perspective-
dc.title.alternativeRahman, Arifur-
dc.contributor.affiliation아주대학교 국제대학원-
dc.contributor.alternativeNameRahman, Arifur-
dc.contributor.department국제대학원 국제경영학과-
dc.subject.keywordCustomer Management-
dc.description.alternativeAbstractThe present study review the determinants of customer expectations of service quality and service delivery discussed in the service marketing literature, incorporate the determinants in a model, and test the model in the context of the turbulent airline industry. This study is a step forward in the continued evolution of the understanding of multiple standards of customer service expectations. By developing a factor model, the present study examine the existence of hypothesized functional and technical dimensions of should and will expectations, and determine the causal relationships between the two types of expectations and the two hypothesized dimensions. A survey of experienced travelers (N = 101) was conducted measuring consumers' post-encounter expectations regarding some well-known carriers services. As expected, should expectations were higher than will expectations with the former exhibiting less variability than the latter. Our second-order factor model also revealed two types of expectations, should and will, and two dimensions, functional and technical, for each type. Given its multidimensional nature, the model of customer service expectations has far-reaching implications in carrying out and interpreting service quality, delivery time and satisfaction research. Based on the findings, the present study recommend that service managers should formulate useful marketing strategies by manipulating should and will expectations simultaneously, and by focusing more on the functional as opposed to the technical dimensions, at least in the airline industry. Keywords: Services; Expectations; Determinants; Factor Model; Functional; Technical; Airline industry-
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Special Graduate Schools > Graduate School of International Studies > Department of International Business > International Business > 3. Theses(Master)
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