Bruning, Hu and Hao (2009) confirmed that airline passengers can be effectively
segmented according to the relative importance of airline service attributes. Five segments were
identified: price-sensitives, quality seekers, convenience-oriented, punctuallers and country of
airline-oriented for each individual country. Airlines customize their level of service for the first
class, business class, and economy or coach class passengers. Business travelers have different
needs and requirements, and they are valued more than economy class passengers (Tiernan,
Rhoades and Waguespack, 2008). Air Transport World (1997) reported that "Business travelers
account for 40% of customers but nearly two-thirds of trips and 72% of revenues" (p.31). The
smaller subset, "road warriors", accounts for just 6 percent of passengers, but they generate 37
percent of revenue (Air Transport World, 1997). Clearly, this segment of passengers is critical to
the airline industry and research indicates that frequent flyers have a higher service quality
expectations based on their flight experience (Pham, 2006)
Bruning, Hu and Hao (2009) confirmed that airline passengers can be effectivelysegmented according to the relative importance of airline service attributes. Five segments wereidentified: price-sensitives, quality seekers, convenience-oriented, punctuallers and country ofairline-oriented for each individual country. Airlines customize their level of service for the firstclass, business class, and economy or coach class passengers. Business travelers have differentneeds and requirements, and they are valued more than economy class passengers (Tiernan,Rhoades and Waguespack, 2008). Air Transport World (1997) reported that "Business travelersaccount for 40% of customers but nearly two-thirds of trips and 72% of revenues" (p.31). Thesmaller subset, "road warriors", accounts for just 6 percent of passengers, but they generate 37percent of revenue (Air Transport World, 1997). Clearly, this segment of passengers is critical tothe airline industry and research indicates that frequent flyers have a higher service qualityexpectations based on their flight experience (Pham, 2006)
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