Investigating the effects of airline service quality on airline image and passengers' future behavioural intentions: findings from Australian international air passengers

This paper investigates how individual dimensions of airline service quality determine airline image and passengers' future behavioural intentions. To investigate the effects of individual dimensions of airline service quality, Structural Equation Modeling using a maximum likelihood estimator, was applied to data collected from Australian international air passengers. It was found that there were significant relationships between the variables except one path. The dimension of in-flight service and the dimension of convenience and accessibility were each found to have a positive effect on airline image, which was directly related to Australian international air passengers' future behavioural intentions.