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Using data from 428 respondents, the study explores the dimensionality of perceived service quality and identifies seven dimensions: timeliness, assurance, convenience, helpfulness, comfort, meals, and safety and security.",{"@graph":63,"@context":112},[64,80,95],{"@type":65,"itemListElement":66},"BreadcrumbList",[67,71,74,77],{"item":68,"name":69,"@type":70,"position":9},"https://docshare.wps.com","Home","ListItem",{"item":72,"name":10,"@type":70,"position":73},"https://docshare.wps.com/template/",2,{"item":75,"name":51,"@type":70,"position":76},"https://docshare.wps.com/template/general/",3,{"item":78,"name":59,"@type":70,"position":79},"https://docshare.wps.com/template/an-empirical-analysis-of-customer-satisfaction-in-international-air-travel-2008-research-article/307661/",4,{"url":78,"name":59,"@type":81,"author":82,"headline":59,"publisher":85,"fileFormat":88,"inLanguage":57,"description":61,"dateModified":89,"datePublished":89,"encodingFormat":88,"isAccessibleForFree":90,"interactionStatistic":91},"DigitalDocument",{"name":83,"@type":84},"Hazel","Person",{"url":68,"name":86,"@type":87},"DocShare","Organization","application/pdf","2026-09-19",true,{"@type":92,"interactionType":93,"userInteractionCount":4},"InteractionCounter",{"@type":94},"ViewAction",{"@type":96,"mainEntity":97},"FAQPage",[98,104,108],{"name":99,"@type":100,"acceptedAnswer":101},"What does the study investigate about international air travel?","Question",{"text":102,"@type":103},"The study examines factors that influence passengers’ satisfaction and behavioral intentions, and which service quality dimensions affect perceived service quality in international air travel.","Answer",{"name":105,"@type":100,"acceptedAnswer":106},"How many respondents and service quality dimensions are analyzed?",{"text":107,"@type":103},"The findings are based on a sample of 428 respondents, and the study identifies seven dimensions of perceived service quality.",{"name":109,"@type":100,"acceptedAnswer":110},"Which service quality dimension is most and least important?",{"text":111,"@type":103},"Safety and security is identified as the most important dimension, while timeliness is the least important dimension as perceived by airline passengers.","https://schema.org",{"og:url":78,"og:type":114,"og:title":59,"og:site_name":86,"og:description":61},"article",{"robots":116,"canonical":78},"index,follow",{"doc_id":118,"site_id":56},307661,1789852745,{"code":4,"msg":5,"data":121},{"doc_id":118,"user_id":122,"nickname":83,"user_avatar":123,"doc_module":9,"category_id":50,"category_name":51,"doc_title":59,"doc_description":61,"doc_content":124,"file_id":125,"file_url":126,"file_type":127,"file_size":128,"view_count":4,"is_deleted":4,"is_public":9,"is_downloadable":9,"audit_status":9,"page_count":25,"language":129,"language_code":57,"site_id":56,"html_lang":57,"table_of_contents":130,"faqs":131,"seo_title":132,"seo_description":61,"update_tm":119,"read_time":47},137441390410,"https://ap-avatar.wpscdn.com/avatar/2000252f4ab5702993?_k=1776741390130283984","“An empirical analysis of customer satisfaction in international air travel”  \nAUTHORS  \nMichael D. Clemes  \nChristopher Gan  [https://orcid.org/0000-0002-5618-1651](https://orcid.org/0000-0002-5618-1651)[ ](https://orcid.org/0000-0002-5618-1651)Tzu-Hui Kao  \nMichelle Choong  \n\n| ARTICLE INFO | Michael D. Clemes, Christopher Gan, Tzu-Hui Kao and Michelle Choong (2008) . An empirical analysis of customer satisfaction in international air travel. Innovative Marketing , 4(2) |  |  |\n| --- | --- | --- | --- |\n| RELEASED ON | Thursday, 03 July 2008 |  |  |\n| JOURNAL | \"Innovative Marketing \" |  |  |\n| FOUNDER | LLC “Consulting Publishing Company “Business Perspectives” |  |  |\n| |  | | |\n| NUMBER OF REFERENCES |  | NUMBER OF FIGURES | NUMBER OF TABLES |\n| 0 |  | 0 | 0 |\n\n© The author(s) 2026. This publication is an open access article.  \n[businessperspectives.org](businessperspectives.org)  \nInnovative Marketing, Volume 4, Issue 2, 2008  \nMichael D. Clemes (New Zealand) , Christopher Gan (New Zealand) , Tzu-Hui Kao (Taiwan) , Michelle Choong (New Zealand)  \nAn empirical analysis of customer satisfaction in international air travel  \nAbstract  \nSince the September 11, 2001 terrorist attacks, the Iraq War, and the outbreak of SARS and the bird flu in the Far East and Canada, the air travel industry has been severely depressed. Moreover,“no-frills” airlines such as Pacific Blue and Freedom Air emerged with a value proposition that was radically different from the branding and service offers of the more conventional airlines, such as Singapore Airlines. The combination of these three events poses a competitive threat for many high-frills international airlines as they seek methods to satisfy their customers. This study investigates the factors that influence passengers’ satisfaction and behavioral intentions in international air travel. The study examines which dimensions have a positive influence on service quality and which dimensions have the most and least important impact on service quality in international air travel, as perceived by airline passengers.  \nThe findings of this study are based on the analysis of a sample of 428 respondents. The dimensionality of perceived service quality in international air travel was explored and seven dimensions were identified. These dimensions include timeliness, assurance, convenience, helpfulness, comfort, meals, and safety and security. The findings reveal that these seven dimensions are positively related to perceived service quality in international air travel, and of these dimensions, safety and security is the most important dimension. Timeliness is the least important dimension as perceived by airline passengers. In addition, the findings indicate that passengers’ perception of international air travel service quality will differ according to passengers’ age, gender, income, occupation and marital status.  \nKeywords: behavioral intentions, customer satisfaction, service quality, airline, air travel.  \nIntroduction  \nAir travel has always been classified as one of the more intangible service industries (Kloppenborg and Gourdin, 1992; Shostack, 1977) . This classification has been attributed to the industry exhibiting the five distinguishing characteristics of services as summarized by Clemes, Mollenkopf, and Burn (2000) . The air travel industry is part of a steadily growing service sector (Lovelock, Patterson, and Walker, 2004) . Ostrowski, O’Brien, and Gordon (1993) suggest that the growth of the service sector not only offers business opportunities but also poses competitive threats for many service marketers, and this is particularly the case for the air travel industry.  \nTraditionally, the airline industry was heavily regulated by governments on where and how airlines could operate (Piercy, 2001) . However, the 1978 Airline Deregulation Act changed the competitive structure of the airline industry (Levin, 1987; Bailey, Graham, and Kaplan, 1985) . Airline companies were allowed to ","cbCaithuD4nZuqoX","https://ap.wps.com/l/cbCaithuD4nZuqoX","pdf",196519,"English","# Introduction\n## Service quality and airline competition\n## Research purpose and study approach\n# Findings\n## Seven dimensions of perceived service quality\n## Relative importance of dimensions and demographic differences","[{\"question\":\"What does the study investigate about international air travel?\",\"answer\":\"The study examines factors that influence passengers’ satisfaction and behavioral intentions, and which service quality dimensions affect perceived service quality in international air travel.\"},{\"question\":\"How many respondents and service quality dimensions are analyzed?\",\"answer\":\"The findings are based on a sample of 428 respondents, and the study identifies seven dimensions of perceived service quality.\"},{\"question\":\"Which service quality dimension is most and least important?\",\"answer\":\"Safety and security is identified as the most important dimension, while timeliness is the least important dimension as perceived by airline passengers.\"}]","An empirical analysis of customer satisfaction in international air travel - 2008 - research article | PDF"]