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An Assessment of the Effects of Airline Disruptions on Passenger Perception and Expectation of Service Quality: A Case of Ethiopian Airlines Passenger Services

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dc.contributor.advisor Gebretsadiq, Zelalem (Dr)
dc.contributor.author Beyene, Wondwossen
dc.date.accessioned 2022-05-19T07:47:56Z
dc.date.available 2022-05-19T07:47:56Z
dc.date.issued 2022-02
dc.identifier.uri http://etd.aau.edu.et/handle/123456789/31701
dc.description.abstract Passenger perception and expectation in EAL services is studied from different contexts however there is not much said from flight disruption perspective. The two common forms of disruption delays and cancellations are caused by external and internal factors. Recently the outbreak of COVID-19 is the major cause for both delays and cancellations. The impact of disruption on passengers can extend to huge consequences in terms of time, monetary cost, social and psychological disorders. EAL takes both preventive and reactive measures while handling disruptions. These solutions require the involvement of external parties: airport, transport, immigration, and other authorities in Ethiopia as well as other countries. The findings of the study indicated that the perception of the respondents slightly exceeds their expectation leaving much space for improvement. Based on the firsthand information collected through questionnaire, the variables Tangibles, Reliability, Responsiveness, Empathy and Assurance impact the service quality perception of customers during disruption. en_US
dc.language.iso en en_US
dc.publisher A.A.U en_US
dc.subject Ethiopian Airlines en_US
dc.subject Passenger Services en_US
dc.title An Assessment of the Effects of Airline Disruptions on Passenger Perception and Expectation of Service Quality: A Case of Ethiopian Airlines Passenger Services en_US
dc.type Thesis en_US


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