A Study of Complaint Behaviour Intentions of Airline Passengers
Published: 2015
Author(s) Name: Deepak Raj Gupta, Poonam Sharma |
Author(s) Affiliation: Dept. of Tourism and Travel Mgt.,School of Buss. Studies,Central Univ.of Jammu,J&K,India
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Abstract
Since airline industry is a prime service industry and interaction of service providers and service seekers is dominant which increases the chances of service failures in each step of service delivery process. Service failures are unpreventable in the core service delivery system and consumer complaints are like keys to identify the failures in the services of an organization. Behavioral intentions of complainants can be voice, private and third party (Singh, 1988). The present study aims to examine the airline passengers complaint behavior intentions. This study also examines the effect of demographic variables on consumer complaint intentions. The results of descriptive statistics and t-test shows that complainants are dominantly engaged in voice actions and there is no significant difference between the voice, private and third party intentions of complainants and non-complainants.
Keywords: Service Failure, Consumer Complaint Behaviour
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