Some key elements of the business policies of Persian Gulf Airlines from the perspective of passenger opinions

Abstract

 The two decades preceding the COVID-19 pandemic constitute a well-defined and exceptionally successful time in the history of aviation for the airlines of the Persian Gulf region. Their dynamic development, efficient operational mechanisms, and the innovations they introduced in the field of services played a decisive role in shaping the landscape of global aviation. The exploration of the brand and marketing elements that form an important segment of their business policy has been documented in several of our previous publications. However, the opinions of the passengers have not yet been presented, even though we conducted an extensive investigation on this topic. In this study, we undertake to summarise the results of this broad dataset. Its relevance stems from the very need for feedback, which is a prominent element of the business philosophy of the companies examined, but this synthesis also complements our previous work and makes it more complex. In this empirical research, we measured and analysed the content of the service portfolio in relation to travellers’ reactions, the anomalies between brand identity and brand image, the perceived role of the central hubs placed at the focus of the airlines’ global expansion, and the cohesive strength of customer loyalty/commitment expected or desired from the target audience.