Origin and money matter: the airline service quality expectations of international students

Lim, Sherwin Shenwei and Tkaczynski, Aaron (2017) Origin and money matter: the airline service quality expectations of international students. Journal of Hospitality and Tourism Management, 31 244-252. doi:10.1016/j.jhtm.2017.03.001

Author Lim, Sherwin Shenwei
Tkaczynski, Aaron
Title Origin and money matter: the airline service quality expectations of international students
Journal name Journal of Hospitality and Tourism Management   Check publisher's open access policy
ISSN 1447-6770
Publication date 2017-06-01
Year available 2017
Sub-type Article (original research)
DOI 10.1016/j.jhtm.2017.03.001
Open Access Status Not yet assessed
Volume 31
Start page 244
End page 252
Total pages 9
Place of publication Cambridge, United Kingdom
Publisher Cambridge University Press
Language eng
Abstract International students represent a relevant market for national tourism organisations, educational institutions, travel agencies and transport providers. These potential tourists may travel for a variety of touristic and non-touristic reasons and an understanding of their origin, financial status and the service quality levels they require for an airline service is relevant for destination stakeholders to remain competitive and potentially adjust to these tourists' requirements. Data was collected from 563 international students studying at a university in Queensland, Australia to determine 1) the airline service quality expectation factors of international students; and 2) if significant differences existed between these potential tourists based on their source of funding, country or origin and employment status. Five service quality expectations factors were produced and significant differences existed between the expectations of ancillary services for students that were current employed and those that were not. Furthermore, students rated ancillary service, employee service and service indicators differently based on their country of origin. Conversely, the relationship between service quality expectations and source of funding was insignificant. Recommendations as a result of the findings are made and future opportunities to direct research are also outlined.
Keyword Airline
Casual employment
International student
Service quality
Q-Index Code C1
Q-Index Status Provisional Code
Institutional Status UQ

Document type: Journal Article
Sub-type: Article (original research)
Collections: HERDC Pre-Audit
UQ Business School Publications
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Created: Fri, 31 Mar 2017, 12:30:55 EST by Dr Aaron Tkaczynski on behalf of UQ Business School