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Unveiling Key Differentiated Service Dimensions of the Airlines Performances in the COVID-19 Aftermath: An Empirical Investigation on Operational and Service Outcomes on Market Share and Load Factor
Abstract
The study examines service dimensions provided by each operating flight to explore their impact on airline operational performance. The results suggested that after COVID-19, better quality of responding to requests, service efficiency, check-in processes, and arrival service are crucial operational factors contributing to increased market share. Regression analysis reveals a crucial link between service quality and operational outcomes. Moreover, networks or number of operating countries have positive impacts on load factor. The study reveals the interconnected nature of service quality and operational outcomes, shedding light on how factors such as passenger interactions, efficient airport services, and in-flight service execution collectively impact both market share and load factors in the post-COVID-19 context. This study provides valuable insights into the intricacies of missing gaps in the service of the industry that have a pivotal role in customer experience and shaping operational achievements.
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