Assessing Electronic Word of Mouth and its Impact on Customer Satisfaction in EgyptAir | ||||
| Minia Journal of Tourism and Hospitality Research MJTHR | ||||
| Volume 19, Issue 2, June 2025, Page 149-173 PDF (651.48 K) | ||||
| Document Type: Original Article | ||||
| DOI: 10.21608/mjthr.2025.392215.1209 | ||||
 View on SCiNiTO | ||||
| Authors | ||||
Hla Raouf  1; Wafaa Ahmed Elias2; Hussein Abdel Wahab Abdel Rady 3
| ||||
| 1MISR Travel | ||||
| 2Professor - tourism studies Department Faculty of tourism and hotels- Minia University, Egypt | ||||
| 3Tourism Studies Department, Faculty of Tourism and Hotels, Minia University | ||||
| Abstract | ||||
| Social networking has become the guiding force that makes the internet an interactive platform for information and communications technology, which plays a significant role in shaping customer preference in choosing products or services based on the input from consumers that appeared in weblogs, websites. Etc. This was reflected on airline industry which become increasingly influenced by online networks which extended the impact of electronic word of mouth (EWOM) on different online travel platforms and consequently on passengers' attitude and satisfaction. The research provides valuable information for the future researchers and airline companies’ marketers and managers. It aims to investigate the EWOM as a factor that influence passengers' purchasing intention and its impact on passengers’ satisfaction especially whom travelling onboard Egypt Air airlines. To achieve that, this research used the descriptive analytical approach, where a questionnaire was prepared and distributed to a random sample of (520) passengers in Egypt Air. The results of the tools were analyzed using descriptive statistics with the support of SPSS V.25. The study provided a number of results, the most significant that using electronic word of mouth is a greatest approach to evaluate satisfaction, additionally, there is a strong positive correlation between passenger satisfaction and EWOM in the airline industry. Thus, the study suggested Egypt Air should pursue EWOM. They should pay more attention on social media and their website, they ought to provide training to their employees. Which leads to increase the number of passengers and attract others to use it, enhancing their customer satisfaction. | ||||
| Keywords | ||||
| EgyptAir; Electronic word of mouth; Passenger; Satisfaction | ||||
|
Statistics Article View: 85 PDF Download: 76 |
||||
