The Relationship between Airlines’ Corporate Image and the Expectation toward Inflight Hospitality Services

Authors

  • Ahmad Azmi M. Ariffin Graduate School of Business, Universiti Kebangsaan Malaysia 43600 UKM Bangi, Malaysia
  • Ehsaneh N.M. Nameghi Graduate School of Business, Universiti Kebangsaan Malaysia 43600 UKM Bangi, Malaysia
  • Amin Khakizadeh Graduate School of Business, Universiti Kebangsaan Malaysia 43600 UKM Bangi, Malaysia

Abstract

This present study attempts to provide empirical evidence on the influence of the airline’s corporate image on the passengers’ expectations of airline hospitality. Specifically, this study seeks to explain the impacts of the two specific dimensions of corporate image namely financial corporate image, as well as managerial corporate image on passengers’ airline hospitality expectations. This study involving questionnaire surveys of 546 air travellers was conducted at Kuala Lumpur International Airport (KLIA). Partial Least Squares (PLS) was used as the primary statistical analysis method to test the hypotheses of this study. The findings of this study revealed that out of the two dimensions of corporate image, only the managerial corporate image has a strong positive relationship with passengers’ expectation towards airline hospitality.

DOI: 10.5901/ajis.2013.v2n11p179

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Published

2013-11-05

How to Cite

Ariffin, A. A. M., Nameghi, E. N., & Khakizadeh, A. (2013). The Relationship between Airlines’ Corporate Image and the Expectation toward Inflight Hospitality Services. Academic Journal of Interdisciplinary Studies, 2(11), 179. Retrieved from https://www.richtmann.org/journal/index.php/ajis/article/view/1478