THE INFLUENCE OF CHARTER AIRLINES’ SERVICE PERFORMANCE ON RUSSIAN TOURISTS’ SATISFACTION WITH TOUR OPERATORS’ TRAVEL PACKAGE
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Abstract
Transport is an important element of the total tour package. In mass tourism, charter airlines are the main and often the only travel option. This study therefore focuses on the effect that package tourists’ perceptions of the level of service delivered by those airlines has on their satisfaction with the tour operator and their future choice intentions. Research data were collected by questionnaire from 24,641 tourists whose journeys with ten charter airlines originated in 16 cities of the Russian Federation. The findings demonstrate that the charter airlines’ service (comfort, cleanliness, catering and cabin staff) has a significant effect on tourists’ overall satisfaction with the operator’s package and their behavioral intentions.
Keywords
Abstract
Transport is an important element of the total tour package. In mass tourism, charter airlines are the main and often the only travel option. This study therefore focuses on the effect that package tourists’ perceptions of the level of service delivered by those airlines has on their satisfaction with the tour operator and their future choice intentions. Research data were collected by questionnaire from 24,641 tourists whose journeys with ten charter airlines originated in 16 cities of the Russian Federation. The findings demonstrate that the charter airlines’ service (comfort, cleanliness, catering and cabin staff) has a significant effect on tourists’ overall satisfaction with the operator’s package and their behavioral intentions.