Investigating Which Services are Effective on Recommendation of the Airline Companies

Yıl 2022, Cilt: 10 Sayı: 1, 109 - 129, 01.03.2022

Seden Doğan , Emrah Özkul , Gamze Kaya

https://doi.org/10.30519/ahtr.915136

Cited By: 1

Öz

This study aimed to determine which services provided by airlines had an influence on recommendations. The authors collected passenger scores from the years between 2014 to 2019 concerning the top 10 airline companies of 2019 from the website www.AirlineQuality.com, which is the site most commonly used by passengers to evaluate airline companies and airports worldwide. In total, we analyzed 5512 ratings. Binary logistic regression was applied to test the hypothesis. According to the results, the most influential criterion is value for money. The second most important criterion is customer relations. Seat and cabin space and meals and beverages follow customer relations. The least important criterion related to recommendations is in-flight entertainment. Previous studies were conducted using surveys. The present study used online ratings to determine airline attributes with the most and least influence on recommendations.

Anahtar Kelimeler

airline companies, airline ratings, passenger evaluation, online reviews, recommendation

Kaynakça

• Akamavi, R. K, Mohamed, E., Pellmann, K., & Xu, Y. (2015). Key determinants of passenger loyalty in the low-cost airline business. Tourism Management, 46, 528-545.
• Al-Refaie, A., Bata, N., Eteiwi, D., & Jalham I. (2014). Examining factors that affect passenger’s overall satisfaction and loyalty: Evidence from Jordan Airport. Jordan Journal of Mechanical and Industrial Engineering, 8(2), 94-101.
• Ali, F., Dey, B. L., & Filieri, R. (2015). An assessment of service quality and resulting customer satisfaction in Pakistan international airlines: Findings from foreigners and overseas Pakistani customer. International Journal of Quality & Reliability Management, 32(5), 486-502.
• Amin, S. M., Ungku Ahmad, U. N., & Hui, L. S. (2012). Factors contributing to customer loyalty towards telecommunication service provider. Procedia – Social and Behavioral Sciences, 40, 282-286.
• An, M., & Noh. Y. (2009). Airline Customer satisfaction and loyalty: Impact of in-flight service quality. Service Business, 3(3), 293-307.
• Arabameri, A., Pradhan, B., & Lombardo, L. (2019). Comparative assessment using boosted regression trees, binary logistic regression, frequency ratio and numerical risk factor for gully erosion susceptibility modelling. Catena, 183,104223.
• Archana, R., & Subha, M. V. (2012). A Study on Service Quality and Passenger Satisfaction on Indian Airlines. International Journal of Multidisciplinary Research, 2(2), 50-63.
• Aydın, K., & Yıldırım, S. (2012). The measurement of service quality with SERVQUAL for different domestic airline firms in Turkey. Serbian Journal of Management, 7(2), 219-230.
• Bahar, E. (2018). Development of airline management in Turkey. Arel University, Journal of Economy, Management and Social Research, 3(1), 25-36.
• Baker, D. (2013). Service quality and customer satisfaction in the airline industry: A comparison between legacy airlines and low-cost airlines. American Journal of Tourism Research, 2(1), 67-77.
• Bandyopadhyay, S., & Martell, M. (2007). Does attitudinal loyalty influence behavioral loyalty? A theoretical and empirical study. Journal of Retailing and Consumer Services, 14, 35-44.
• Banerjee, S., & Chua, A. Y. K. (2016). In search of patterns among travellers’ hotel ratings in Tripadvisor. Tourism Management, 53, 125-131.
• Başfırıncı, Ç., & Mitra, A. (2015). A cross cultural investigation of airlines service quality through integration of SERVQUAL and the Kano model. Journal of Air Transport Management, 42, 239-248.
• Bayram, M. (2017). Consumers' perceptions of İstanbul restaurants: Evaluation of satisfaction determinants. Journal of Tourism and Gastronomy Studies, 5(4), 142-154.
• Bejou, D., & Palmer, A. (1998). Service failure and loyalty: An exploratory empirical study of airline customers. Journal of Services Marketing, 12(1), 7-22.
• Bertan, S. (2016). The evaluation of Michelin Star restaurants. Journal of Human Sciences, 13(2), 3221-3230.
• Bigne, E., William, E., & Soria-Olivas, E. (2020). Similarity and consistency in hotel online ratings across platforms. Journal of Travel Research, 59(4), 742-758.
• Bogicevic, V., Yang, W., Bujisic, M., & Bilgihan, A. (2017). Visual data mining: Analysis of airline service quality attributes. Journal of Quality Assurance in Hospitality & Tourism, 18(4), 509-530.
• Book L. A., Tanford, S., Montgomery, R., & Love, C. (2018). Online traveler reviews as social influence: Price is no longer king. Journal of Hospitality & Tourism Research, 42(3), 445–475.
• Brochado, A., Rita, P., Oliveira, C., & Oliveira, F. (2019). Airline passengers’ perceptions of service quality: Themes in online reviews. International Journal of Contemporary Hospitality Management, 31(2), 855-873.
• Browning V., Fung So K. K., & Sparks B. (2013). The influence of online reviews on consumers’ attributions of service quality and control for service standards in hotels. Journal of Travel and Tourism Marketing, 30(1-2), 23-40.
• Bubalo, B., & Gaggero, A. A. (2015). Low-cost carrier competition and airline service quality in Europe. Transport Policy, 43, 23-31.
• Calisir, N., Basak, E., & Calisir, F. (2016). Key drivers of passenger loyalty: A case of Frankfurt-Istanbul Flights. Journal of Air Transport Management, 53, 211-217.
• Cavagnaro, E., Staffieri, S., & Huisman, T. (2016). Fun, animal welfare or community development? Understanding young tourists’ preferences for a wildlife tourism package. Research in Hospitality Management, 6(2), 135-144.
• Cezar, A., & Öğüt, H. (2016). Analyzing conversion rates in online hotel booking: The role of customer reviews, recommendations and rank order in search listings. International Journal of Contemporary Hospitality Management, 28(2), 286-304.
• Chakraborty, U., & Bhat, S. (2018). The effects of credible online reviews on brand equity dimensions and its consequence on consumer behavior. Journal of Promotion Management, 24(1), 57-82.
• Cheng, Y. H., & Ho, H. Y. (2015). Social influence’s impact on reader perceptions of online reviews. Journal of Business Research, 68(4), 883-887.
• Cheng, S. (2011). Comparisons of competing models between attitudinal loyalty and behavioral loyalty. International Journal of Business and Social Sciences, 2(10), 149-166.
• Cheong, J. W., Muthaly, S., Kuppusamy, M., & Han, C. (2020). The study of online reviews and its relationship to online purchase intention for electronic products among the millennials in Malaysia. Asia Pacific Journal of Marketing and Logistics, 32(7),1519-38.
• Chiou, Y., & Chen, Y. (2010). Factors Influencing the intentions of passengers regarding full service and low-cost carriers: A note. Journal of Air Transport Management, 16, 226-228.
• Chou, C. C., Liu, L. J., Huang, S. F., Yin, J. M., & Han, T. Z. (2011). An evaluation of airline service quality using the fuzzy weighted SERVQUAL method. Applied Soft Computing, 11, 2117-2128.
• Dalgıç, A., Güler, O., & Birdir, K. (2016). Analysing restaurant complaints available at tripadvisor.com: A study on local food restaurants located in Mersin and Hatay. Journal of Tourism and Gastronomy Studies, 4(1), 153-173.
• Deloitte (2015). Travel Consumer 2015: Engaging the Empowered Holidaymaker. Retrieved in July 11, 2018, from https://www2.deloitte.com/content/dam/Deloitte/pe/Documents/strategy/deloitte-uk-travel-consumer-2015.pdf.
• Doğan, Z., & Beller Dikmen, B. (2018a). Comparison of transportation sector and types of transportation in Turkey. Journal of International Social Research, 11(56), 758-770.
• Doğan, Z., & Beller Dikmen, B. (2018b). Monitoring of Costs incurred due to the service supply of enterprises operating in the transportation sector. Niğde Ömer Halisdemir University, Journal of Economics and Administrative Sciences, 11(2), 24-39.
• Doğan, S. (2017). A Study in Aksaray province on assessment of scoring and online comments on hotels. Aksaray University, Journal of Economics and Administrative Sciences, 9(3), 27-36.
• Doğan, S., Yücel Güngör, M., & Tanrısevdi, A. (2016). A content analysis of online consumer reviews: A case study on food and beverage enterprises in Kuşadası. International Refereed Journal of Marketing and Market Researches, Autumn Winter(9), 1-22.
• Du, C., Ejem, E., & Ezenwa, A. (2012). Evaluation of service quality of Nigerian Airline using Servqual model. Journal of Hospitality Management and Tourism, 3(6), 117-125.
• Erdem, Ö., & Yay, Ö. (2017). Evaluation of customer complaints in Tripadvisor: Case of Antalya. Journal of Tourism and Gastronomy Studies, 5(4), 227-249.
• Eren, R., & Çelik, M. (2017). Online gastronomy image: Content analysis of Tripadvisor comments of Turkey restaurant. Tourism Academic Journal, 4(2), 121-138.
• Eslami, S. P., Ghasemaghaei, M., & Hassanein, K. (2018). Which online reviews do consumers find most helpful? A multi-method investigation. Decision Support Systems, 113, 32-42.
• Fagerland, M.W., & Hosmer, D.W. (2012). A generalized Hosmer–Lemeshow goodness-of-fit test for multinomial logistic regression models. The Stata Journal, 12(3), 447-453.
• Farooq, M. S., Salam, M., Fayolle, A., Jaafar, N., & Ayupp, K. (2018). Impact of service quality on customer satisfaction in Malaysia Airlines: A PLS-SEM approach. Journal of Air Transport Management, 67, 169-180.
• Filieri, R., McLeay, F., Tsui, B., Lin, Z. (2018). Consumer Perceptions of information helpfulness and determinants of purchase intention in online consumer reviews of services. Information & Management, 55(8), 956-970.
• Force, A., Manuel-Navarrete, D., & Benessaiah, K. (2018). Tourism and transitions toward sustainability: Developing tourists’ pro-sustainability agency. Sustainability Science, 13, 431-445.
• Forgas, S., Moliner, M. A., Sanchez, J., & Palau, R. (2010). Antecedents of airline passenger loyalty: Low-cost versus traditional airlines. Journal of Air Transport Management, 16, 229-233.
• Ganiyu, R. A. (2017). Customer satisfaction and loyalty: A study of interrelationships and effects in Nigerian domestic airline industry. Oradea Journal of Business and Economics, II(1), 7-20.
• Gourdin, K. (1988). Bringing quality back to commercial travel. Transportation Journal, 27(3), 23-29.
• Gössling S., Scott D., & Hall, M. C. (2020). Pandemics, tourism and global change: A rapid assessment of COVID-19. Journal of Sustainable Tourism, 29(1), 1-20.
• Gretzel, U., & Yoo, K-H. (2017). Social media in hospitality and tourism. In S. K. Dixit (Ed.), The Routledge Handbook of Consumer Behaviour in Hospitality and Tourism, (pp. 339-346), London: Routledge.
• Guo, Y., Barnes, S. J., & Jia, Q. (2017). Mining meaning from online ratings and reviews: tourist satisfaction analysis using latent Dirichlet allocation. Tourism Management, 59, 467-483.
• Gures, N., Arslan, S., & Yucel Tun, S. (2014). Customer expectation, satisfaction and loyalty relationship in Turkish airline industry. International Journal of Marketing Studies, 6(1), 66-74.
• Güngör, O., Yücel Güngör, M., & Doğan, S. (2019). Examining the evaluations in TripAdvisor about Turkish Airlines. Journal of Tourism Theory and Research, 5(2), 282-291.
• Hapsari, R., Clemes, M., & Dean, D. (2016). The mediating role of perceived value on the relationship between service quality and customer satisfaction: Evidence from Indonesian Airline Passengers. Procedia Economics and Finance, 35, 388-395.
• Hong, S., & Pittman, M. (2020). eWOM anatomy of online product reviews: interaction effects of review number, valence, and star ratings on perceived credibility. International Journal of Advertising, 39(7), 892-920.
• Hong, H., Xu, D., Wang, A., & Fan. W. (2017). Understanding the determinants of online review helpfulness: a meta-analytic investigation. Decision Support Systems, 102, 1-11.
• Hu, Y. H., & Chen, K. (2016). Predicting hotel review helpfulness: the impact of review visibility, and interaction between hotel stars and review ratings. International Journal of Information Management, 36(6), 929-944.
• Huang, Y. K. (2009). The effect of airline service quality on passengers’ behavioural intentions using SERVQUAL scores: A Taiwan case study. Journal of the Eastern Asia Society for Transportation Studies, 8, 2330-2343.
• Hussain, R. (2016). The mediating role of customer satisfaction: evidence from the airline industry. Asia Pacific Journal of Marketing and Logistics, 28(2), 234-255.
• Hussain, R., Al Nasser, A., & Hussain, Y. K. (2015). Service quality and customer satisfaction of a UAE-based airline: an empirical investigation. Journal of Air Transport Management, 42, 167-175.
• IATA. (2020). The International Air Transport Association (IATA). Retrieved in June 17, 2021, from www.iata.org.
• İbiş, S., & Batman, O. (2016). Analysis of Customer Complaints for Airline Companies. Paper presented at 3rd International Congress of Tourism & Management Researches, 20th-22nd May 2016, Mersin, Turkey.
• Jahanshahi, A. A., Gashti, M. A. H., Mordamadi, S. A., & Khaksar, S. M. S. (2011). Study the effects of customer service and product quality on customer satisfaction and loyalty. International Journal of Humanities and Social Science, 1(7), 253-260.
• Jalilvand, M., & Samiei, N. (2012). The effect of electronic word of mouth on brand image and purchase intentions: an empirical study in the automobile industry in Iran. Marketing Intelligence & Planning, 30(4), 460-476.
• Jiang, H., & Zhang, Y. (2016). An investigation of service quality, customer satisfaction and loyalty in China’s airline market. Journal of Air Transport Management, 57, 80-88.
• Jimenez, F. R., & Mendoza, N. A. (2013). Too popular to ignore: the influence of online reviews on purchase intentions of search and experience products. Journal of Interactive Marketing, 27(3), 226-235.
• Kağnıcıoğlu, C. H., & Özdemir, E. (2016). Service quality perception in service sector: an application in airline check-in services. Journal of Management, Marketing and Logistics, 3(2), 156-162.
• Kasiri, L. A., Guan Cheng, K. T., Sambasivan, M., & Sidin, S. M. (2017). Integration of standardization and customization: impact on service quality, customer satisfaction, and loyalty. Journal of Retailing and Consumer Services, 35, 91-97.
• Kim, W. G., Li, J., & Brymer, R. A. (2016). The impact of social media reviews on restaurant performance: the moderating role of excellence certificate. International Journal of Hospitality Management, 55, 41-51.
• Kim, M. R., Vogt, C. A., & Knutson, B. J. (2013). Relationships among customer satisfaction, delight, and loyalty in the hospitality industry. Journal of Hospitality & Tourism Research, 39(2), 170-197.
• Kim, Y. K., & Lee, H. R. (2011). Customer satisfaction using low cost carriers. Tourism Management, 32(2), 235-243.
• Kos Koklic, M., Kukar-Kinney, M., & Vegelj, S. (2017). An investigation of customer satisfaction with low-cost and full-service airline companies. Journal of Business Research, 80, 188-196.
• Kudeshia, C., & Kumar, A. (2017). Social eWOM: Does it affect the brand attitude and purchase intention of brands?. Management Research Review, 40(3), 310-330.
• Lacic, E., Kowald, D., & Lex, E. (2016). High Enough? Explaining and Predicting Traveler Satisfaction Using Airline Reviews. Paper presented at 27th ACM Conference on Hypertext and Social Media, 10-13th July 2016, Halifax, Nova Scotia, Canada.
• Lee, J., Park. D., & Han, I. (2011). The different effects of online consumer reviews on consumers’ purchase intentions depending on trust in online shopping malls: an advertising perspective. Internet Research, 21(2), 187-206.
• Leong, L., Hew, T., Lee, V., & Ooi, K. (2015). An SEM–artificial-neural-network analysis of the relationships between SERVPERF, customer satisfaction and loyalty among low-cost and full-service airline. Expert Systems with Applications, 42(19), 6620-6634.
• Lin, H., & Huang, Y. (2015). Factors affecting passenger choice of low cost carriers: an analytic network process approach. Tourism Management Perspectives, 16, 1-10.
• Lin, C., Lee, S., & Horng, D. (2011). The effects of online reviews on purchasing intention: the moderating role of need for cognition. Social Behavior and Personality: An International Journal, 39(1), 71-81.
• Liu, C., Guo, Y. M., & Lee, C. (2011). The effects of relationship quality and switching barriers on customer loyalty. International Journal of Information Management, 31, 71-79.
• Mellinas, J. P., Nicolau, J. I., & Park, S. (2019). Inconsistent behavior in online consumer reviews: the effects of hotel attribute ratings on location. Tourism Management, 71, 421-427.
• Milioti, C. P., Karlaftis, M. G., & Akkogiounoglou, E. (2015). Traveler perceptions and airline choice: a multivariate probit approach. Journal of Air Transport Management, 49, 46-52.
• Min, H., Lim, Y., & Magnini, V. P. (2014). Factors affecting customer satisfaction in responses to negative online hotel reviews. Cornell Hospitality Quarterly, 56(2), 223-231.
• Mohsan, F., Nawa, N. M., Khan, S., Shaukat, Z., & Aslam, N. (2011). Impact of customer satisfaction on customer loyalty and intentions to switch: evidence from banking sector of Pakistan. International Journal of Business and Social Science, 2(16), 265-268.
• Nadiri, H., Hussain, K., Ekiz, E. H., & Erdoğan, Ş. (2008). An investigation on the factors influencing passengers’ loyalty in the North Cyprus National Airline. The TQM Journal, 20(3), 265-280.
• Namukasa, J. (2013). The influence of airline service quality on passenger satisfaction and loyalty: the case of Uganda airline industry. The TQM Journal, 25(5), 520-532.
• Neirotti, P., Raguseo, E., & Paolucci, E. (2016). Are Customers’ reviews creating value in the hospitality industry? exploring the moderating effects of market positioning. International Journal of Information Management, 36, 1133-1143.
• Ng, S. I., Sambasivan, M., & Zubaidah, S. (2011). Antecedents and outcomes of flight attendants’ job satisfaction. Journal of Air Transport Management, 17(5), 309-313.
• Noyan, F., & Gölbaşı Şimşek, G. (2014). The antecedents of customer loyalty. Procedia – Social and Behavioral Sciences, 109, 1220-1224.
• Nyadzayo, M. W., & Khajehzadeh, S. (2016). The antecedents of customer loyalty: a moderated mediation model of customer relationship management quality and brand image. Journal of Retailing and Consumer Services, 30, 262-270.
• Ostrowski, P. L., O’Brien, T. V., & Gordon, G. L. (1993). Service quality and customer loyalty in the commercial airline industry. Journal of Travel Research, 32, 16-24.
• Pacheco, L. (2016). An analysis of online reviews by language groups: the case of hotels in Porto, Portugal. European Journal of Tourism Research, 14, 66-74.
• Pakdil, F., & Aydın, Ö. (2007). Expectations and perceptions in airline services: an analysis using weighted SERVQUAL scores.Journal of Air Transport Management, 13, 229-37.
• Pan, Y., Sheng, S., & Xie, F. T. (2012). Antecedents of customer loyalty: an empirical synthesis and reexamination. Journal of Retailing and Consumer Services, 19, 150-158.
• Parasuraman, A., Zeithaml, V.A., & Berry, L. L. (1991). Refinement and reassessment of SERVQUAL scale. Journal of Retailing, 67, 420-450.
• Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1994a). Reassessment of expectations as a comparison in measuring service quality: implications for further research. Journal of Marketing, 58(1), 111-124.
• Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1994b). Alternative scales for measuring service quality: a comparative assessment based on psychometric and diagnostic criteria. Journal of Retailing, 70(3), 201-230.
• Park, S., & Nicolau, J. L. (2015). Asymmetric effects of online consumer reviews. Annals of Tourism Research, 50, 67-83.
• Park, H. (2013). An introduction to logistic regression: from basic concepts to interpretation with particular attention to nursing domain. Journal of Korean Academyc of Nursing, 43(2), 154-164.
• Park, J., Robertson, R., & Wu, C. (2004). The effect of airline service quality on passengers’ behavioural intentions: A Korean case study. Journal of Air Transport Management, 10, 435-439.
• Phillips, P., Antonio, N., de Almedia, A., & Nunes, L. (2020). The influence of geographic and psychic distance on online hotel ratings. Journal of Travel Research, 59(4), 722-741.
• Raguseo, E., Neirotti, P., & Paolucci, E. (2017). How small hotels can drive value their way in infomediation: The case of ‘Italian Hotels vs. OTAs and TripAdvisor’. Information & Management, 54(6), 745-756.
• Rahman, M. A., & Ramli, M. F. (2016). The influence of relationship quality on customer loyalty in the dual-banking system in the northern states of peninsular Malaysia. Procedia – Social and Behavioral Sciences, 219, 606-613.
• Rose, M., & Blodgett, J. G. (2016). Are management responses to negative online consumer reviews beneficial?, Looking forward, looking back: drawing on the past to shape the future of marketing. In C. Campbell, & J. Ma (Eds.), Developments in Marketing Science: Proceedings of the Academy of Marketing Science (pp. 788-791). Cham: Springer.
• Sarkar, S. K., & Midi, H. (2010). Importance of assessing the model adequacy of binary logistic regression. Journal of Applied Sciences, 10(6), 479-486.
• Schuckert, M., Lie, X., & Law, R. (2016). Insights into suspicious online ratings: direct evidence from TripAdvisor. Asia Pacific Journal of Tourism Research, 21(3), 259-272.
• Shah, F. T., Syed, Z., Imam, A., & Raza, A. (2020). The impact of airline service quality on passengers’ behavioral intentions using passenger satisfaction as a mediator. Journal of Air Transport Management, 85, 101815.
• Siering, M., Deokar, A. V., & Janze, C. (2018a). Disentangling consumer recommendations: explaining and predicting airline recommendations based on online reviews. Decision Support Systems, 107, 52-63.
• Siering, M., Muntermann, J., & Rajagopalan, B. (2018b). Explaining and predicting online review helpfulness: the role of content and reviewer-related signals. Decision Support Systems, 108, 1-12.
• Sparks, B. A., Fung-So, K. K., & Bradley, G. L. (2016). Responding to negative online reviews: the effects of hotel responses on customer inferences of trust and concern. Tourism Management, 53, 74-85.
• Srivastava, M., & Kaul, D. (2016). Exploring the link between customer experience–loyalty–consumer spend. Journal of Retailing and Consumer Services, 31, 277-286.
• Stamolampros, P., Korfiatis, N., Kourouthanassis, P., & Symitsi, E. (2018). Flying to quality: cultural influences on online reviews. Journal of Travel Research, 58(3), 496-511.
• Stringam, B. B., & Gerdes, J. (2010). An analysis of word-of-mouse ratings and guest comments of online hotel distribution sites. Journal of Hospitality Marketing & Management, 19(7), 773-796.
• Stringam, B. B., Gerdes, J., & Vanleeuwen, D. M. (2010). Assessing the importance and relationships of ratings on user-generated traveler reviews. Journal of Quality Assurance in Hospitality & Tourism, 11(2), 73-92.
• Suki, N. M. (2014). Passenger satisfaction with airline service quality in Malaysia: A structural equation modeling approach. Research in Transportation Business & Management, 10, 26-32.
• Taştan, H., & Kızılcık, O. (2017). Classification of shared complaints on Tripadvisor.com for food and beverage businesses in Kahramanmaraş. Çukurova University, Journal of Social Sciences Institute, 26(1), 270-284.
• Tessema Zewude, B., & Meskele Ashine, K. (2016). Binary logistic regression analysis in assessment and identifying factors that influence students’ academic achievement: the case of college of natural and computational science, Wolaita Sodo University, Ethiopia. Journal of Education and Practice, 7(5), 3-7.
• Thomas, M., Wirtz, B. W., & Weyerer, J. C. (2019). Determinants of online review credibility and its impact on consumers’ purchase intention. Journal of Electronic Commerce Research, 20(1), 1-20.
• Thuy Tran, L. T., Minh Ly., P. T., & Tuan Le, L. (2019a). Hotel choice: a closer look at demographics and online ratings. International Journal of Hospitality Management, 82, 13-21.
• Thuy Tran, L. T., Minh Ly., P. T., & Tuan Le, L. (2019b). E-satisfaction and continuance intention: the moderator role of online ratings. International Journal of Hospitality Management, 77, 311-322.
• Truitt, L., & Haynes, R. (1994). Evaluating Service quality and productivity in the regional airline industry. Transportation Journal, 33, 21–32.
• Vlachos, I., & Lin, Z. (2014). Drivers of airline loyalty: evidence from the business travelers in China. Transportation Research Part E, 71, 1-17.
• Wan Daud, W. N., Haron, H., & Ibrahim, D. N. (2011). The role of quality board of directors in enterprise risk management (ERM) practices: evidence from binary logistic regression. International Journal of Business and Management, 6(12), 205-211.
• Wang, R., Hsu, S., Lin, Y. H., & Tseng, M. (2011). Evaluation of customer perceptions on airline service quality in uncertainty. Procedia: Social and Behavioral Sciences, 25, 419-437.
• We Are Social. (2020). Digital in 2020. Retrieved in October 27, 2020, from https://wearesocial.com/global-digital-report-2020.
• World Airline Awards. (2020). About the World Airline Awards. Retrieved in July 23, 2020, from https://www.worldairlineawards.com/about-us.
• World Airline Awards. (2019). World’s Top 100 Airlines 2019. Retrieved in October 7, 2019, from https://www.worldairlineawards.com/worlds-top-100-airlines-2019.
• Wu, H., & Cheng, C. (2013). A hierarchical model of service quality in the airline industry. Journal of Hospitality and Tourism Management, 20, 13–22.
• Xie, K. L., Fung-So, K. K., & Wang, W. (2017). Joint effects of management responses and online reviews on hotel financial performance: a data-analytics approach. International Journal of Hospitality Management, 62, 101-110.
• Yao, B., Yuan, H., Qian, Y., & Li, L. (2015). On exploring airline service features from massive online review. Paper presented at the 12th International Conference on Service Systems and Service Management (ICSSSM), 22nd-24th June 2015, Guangzhou, China.
• Zaidan, E. (2017). Analysis of ICT usage patterns, benefits and barriers in tourism SMEs in the Middle Eastern countries: the case of Dubai in UAE. Journal of Vacation Marketing, 23(3), 248-263.
• Zakaria, I., Rahman, B. A., Othman, A. K., Mohamed Yunus, N. A., Dzulkipli, M. E., & Faiz Ozman, M. A. (2014). The relationship between loyalty program, customer satisfaction and customer loyalty in retail industry: a case study. Procedia – Social and Behavioral Sciences, 129, 23-30.
• Zhang, K. Z. K., Zhao, S. J., Cheung, C. M. K., & Lee, M. K. O. (2014). Examining the influence of online reviews on consumers’ decision-making: a heuristic-systematic model. Decision Support Systems, 67, 78-89.
• Zhang, H., Han, X., & Dai, S. (2013). Fire occurrence probability mapping of Northeast China with binary logistic regression model. IEEE Journal of Selected Topics in Applied Earth Observations and Remote Sensing, 6(1), 121-127.
• Zhu, L., Lin, Y., & Cheng, M. (2019). Sentiment and guest satisfaction with peer-to-peer accommodation: when are online ratings more trustworthy?. International Journal of Hospitality Management, 86, 1023692.
• Zhu, D. H., Zhang, Z. J., Chang, Y. P., & Liang, S. (2018). Good discounts earn good reviews in return? effects of price promotion on online restaurant reviews. International Journal of Hospitality Management, 77, 178-186.