What are the reasons that negatively affect passenger's perception of airline enterprises' service quality?

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What is the reason film thickness increased?

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Koray Çamlıca

Here it is: Article Modeling Service Quality, Customer Satisfaction and Behavior...

I hope that this article will be helpfull for you

Yusuf Karakuş

Thank for your answer Koray.

Ferhan Kuyucak Sengur

Dear Yusuf,

I have found useful the study of Park, Robertson and Wu: The effect of airline service quality on passengers’ behavioural intentions: a Korean case study.

It can give insights!

Ashok Pundir

On time performance, check in time, in flight service, baggage handling, on line ticket booking and check in.

Thank for your answer Sengur and Pundir

Gokhan Onat

The Factors Affecting Vietnam Airlines Service Quality and Passenger satisfaction – A Mediation Analysis of Service Quality

The effect of airline service quality on passengers’ behavioural

intentions: a Korean case study

Kenneth Lui-ming Ngie

The following papers may further help:

Edvardsson, B. (1992) Service Breakdowns: A Study of Critical Incidents in an Airline, International Journal of Service Industry Management, 3, 4, pp. 17-29.
Gilbert, D. and Wong, R. K. C. (2003) Passenger expectations and airline services: a Hong Kong based study, Tourism Management, 24, 5, pp. 519-532.
Park, J. W., Robertson, R. and Wu, C. L. (2004) The effect of airline service quality on passengers' behavioural intentions: a Korean case study, Journal of Air Transport Management, 10, 6, pp. 435-439.
Saha, G. C. and Theingi, T. (2009) Service quality, satisfaction, and behavioural intentions: A study of low-cost airline carriers in Thailand, Managing Service Quality: An International Journal, 19, 3, pp. 350-372.