Assessing Cabin Crew Proficiency and Onboard Service Quality in Airlines of the Middle East and North Africa Utilizing Skytrax Metrics | ||
| The Scientific Journal of the Faculty of Tourism and Hotels, Alexandria University | ||
| Volume 20, Issue 2, December 2023, Pages 218-233 PDF (1.08 M) | ||
| Document Type: Original Article | ||
| DOI: 10.21608/thalexu.2024.259882.1120 | ||
| Author | ||
| Amany Beshay* | ||
| Tourism Studies Department Faculty of Tourism & Hotels Alexandria University | ||
| Abstract | ||
| In the competitive airline industry, understanding and improving passenger experiences are crucial. This research focuses on evaluating cabin crew performance and onboard service quality in Middle East and North Africa (MENA) airlines using Skytrax Metrics. The study addresses a significant gap in the existing literature by systematically evaluating these critical elements in the unique context of MENA airlines. Recognizing the importance of customer satisfaction, the research aims to contribute valuable insights for passengers, airlines, regulatory bodies, and industry experts. The study's main research questions explore the variance in cabin crew proficiency and onboard service quality across MENA airlines, the correlation between these two factors, and the top-ranked criteria within the region. Furthermore, the research investigates potential differences in cabin crew proficiency and onboard service quality based on ownership, alliance membership, operational type, and the age of the airline. By addressing these questions, the research aims to provide practical recommendations for airlines and stakeholders. This study contributes to the broader discourse on air travel experiences, offering insights that are not only academically relevant but also practically beneficial for enhancing the competitiveness and service standards of airlines operating in the MENA region. | ||
| Keywords | ||
| Cabin Crew; Onboard service quality; MENA airlines; Skytrax metrics | ||
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