n Journal of Contemporary Management - Evaluation of passengers' perceptions on service quality in South African owned airlines

Volume 13 Number 1
  • ISSN : 1815-7440



The principal aim of this study was to evaluate passengers' perception on service quality in South African owned airlines. The Servqual and Gaps models were the theoretical concepts underlying this study. The method used for this study was quantitative research leaning on cross-sectional analysis (sample survey). Primary data was collected from 700 passengers at O.R. Tambo International Airport in Johannesburg and King Shaka International Airport in Durban. In all, 684 questionnaires were completed and returned by respondents', therefore the data-collection response rate was 97,7%.

The findings of the study revealed that: First, passengers expected high standard service quality from South African owned airlines. Second, significant statistical gaps existed between passengers' expectations and perceptions of service quality delivered to passengers. Third, service delivery by South African owned airlines in the area of staff empathy towards passengers was weak and needing some improvement. Fourth, passengers were satisfied that South African owned airlines operated in an accident-free and safe environment, thus boosting passengers' confidence to continue flying with these airlines despite significant gaps in the service delivery.
Managerial implications of the study and recommendations to close service quality gaps in South African owned airlines are highlighted in this study.

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