Analyzing travelers’ e-complaints : the case of Egyptair
Other Title(s)
تحليل الشكاوى الإلكترونية للمسافرين : دراسة حالة شركة مصر للطيران
Author
Source
Journal of Association of Arab Universities for Tourism and Hospitality
Issue
Vol. 13, Issue 2 (31 Dec. 2016), pp.37-49, 13 p.
Publisher
Suez Canal University Faculty of Tourism and Hotels
Publication Date
2016-12-31
Country of Publication
Egypt
No. of Pages
13
Main Subjects
Economics & Business Administration (Multidisciplinary)
Abstract EN
The research aims to highlight the concept of online reputation in the airline business and analyze the content of e-complaints posted about Egypt Air via a well-recognized airline quality review and rating site: ‘Skytrax’, The primary findings concludcd the most criticized service quality elements about Egypt Air on the Internet through a quantitative content analysis technique, h was confirmed that the cabin class, flight route and traveler’s area of residence all influence the reviewer’s perception towards the negative aspects of the air travel experience.
The research proposed an e-complaint handling model with an aim to improve passenger satisfaction and enhance airlines’ brand image.
American Psychological Association (APA)
Sami, Husam. 2016. Analyzing travelers’ e-complaints : the case of Egyptair. Journal of Association of Arab Universities for Tourism and Hospitality،Vol. 13, no. 2, pp.37-49.
https://search.emarefa.net/detail/BIM-826504
Modern Language Association (MLA)
Sami, Husam. Analyzing travelers’ e-complaints : the case of Egyptair. Journal of Association of Arab Universities for Tourism and Hospitality Vol. 13, no. 2 (Dec. 2016), pp.37-49.
https://search.emarefa.net/detail/BIM-826504
American Medical Association (AMA)
Sami, Husam. Analyzing travelers’ e-complaints : the case of Egyptair. Journal of Association of Arab Universities for Tourism and Hospitality. 2016. Vol. 13, no. 2, pp.37-49.
https://search.emarefa.net/detail/BIM-826504
Data Type
Journal Articles
Language
English
Notes
Includes bibliographical references : p. 37-49
Record ID
BIM-826504