Conference paper
https://doi.org/10.20867/thm.3.2.13
The quality of air transport services in function of improving the total quality of tourism offer
Darko Prebežac
; Faculty of Economics, University of Zagreb, Croatia
Abstract
Growing rivalry among competitive airlines in the air travel market, appearance of new competitors which of course have been located in the profitable parts of the market, changes in the behaviour of potential passengers, insufficient and therefore high-priced airport and air traffic control infrastructure, as well as the increased competition of the alternatives to the air transport such as telecommunications media and super-last trains, characterise the present competition in the air transport market.
Significant changes in behaviour of potential users of airline services have appeared on the side of air transport service demand, and the airlines
themselves have less and less influence on distributions channels. The result of it are the increasing price-pressure and considerable decrease of passengers loyalty. Due to the increase of travel intensity passengers have become more experienced and critical in quality estimation of offered service as well as in checking whether the price of service corresponds to its quality. This has forced airlines to adapt permanently to new and more demanding passenger requirements.
Those airlines which are not able to follow cost decreasing trend are obliged to improve their own competitive position looking for the reserve in other business fields. This is the only way of surviving in their fight for passengers. Therefore, the quality of air transport service plays an increasing role in the development of their competition capability. Since tourism offer consists of different kind of products and services, air transport service being one of them, it is of utmost importance that all of them meet to a maximum degree with passengers quality requirements, hi such manner passengers will get an impression that it is a question of an unbroken chain making a total quality concept of services they have expected, companies will capitalise money and time they have spent in developing service quality and improving their own productivity, and tourist industry will be able to respond to the most recent market challenges in a more adequate way.
Keywords
quality; air transport service; quality of air transport services; total quality of tourism offer
Hrčak ID:
182335
URI
Publication date:
30.12.1997.
Visits: 2.613 *