Author(s)

J.W. de Jager & L. de W Fourie

Abstract

The problem under investigation in this paper is to investigate to what extent airline management has sufficient knowledge about the perceived perception of tourists or passengers with regard to the services rendered to them. This becomes increasingly important resulting from the financial difficulties airlines are experiencing since the terrorist attacks of 11 September 2001 in the United States of America. The need for the study results from a worldwide tendency of economic downturn and the public caution on air travel, which is caused by the capacity of the airline industry to exceed demand substantially. The purpose of this study is to investigate selective service quality elements that contribute to the satisfaction of tourists when making use of domestic airlines in South Africa. The perceptions of consumers on service reco

Keywords