Airline customer satisfaction and loyalty: impact of in-flight service quality

Published on Jul 11, 2009in Service Business
· DOI :10.1007/S11628-009-0068-4
Myungsook An3
Estimated H-index: 3
(NU: University of Nebraska–Lincoln),
Yonghwi Noh3
Estimated H-index: 3
(NU: University of Nebraska–Lincoln)
Sources
Abstract
The purpose of this study was to investigate the impact of the in-flight service quality on airline customer satisfaction and loyalty. This study analyzed the data from passengers of two classes: prestige (business) and economy. The results suggest that there are different factors of in-flight service quality that are important according to the customer seat class. In the case of the prestige class, there were six service quality factors of importance: alcoholic and non-alcoholic beverage, responsiveness and empathy, reliability, assurance, presentation style of food, and food quality; while the economy class showed five important service quality factors: responsiveness and empathy, food quality, alcoholic beverage, non-alcoholic beverage, and reliability. These findings imply that airline companies’ in-flight service should have different delivery strategies based on the customer seat class.
📖 Papers frequently viewed together
16.5k Citations
15k Citations
8,034 Citations
References32
Newest
#1Kenneth John Butcher (Griffith University)H-Index: 18
#2Asad Kayani (CSU: Charles Sturt University)H-Index: 1
Most service businesses tend to experience unwelcome delays in service delivery that often generate strong negative impacts from customers. In response, managers develop and implement service intervention strategies, such as providing length and reason of a delay, both of which have been reported to have positive impacts on customers. However, the results from studies investigating such interventions are mixed. Accordingly, it is hypothesised that these effects may be contingent upon certain sit...
18 CitationsSource
#1David L. McKee (KSU: Kent State University)H-Index: 9
In the twenty-first century, nearly 70% of new jobs in the US have been in services, matching worldwide expansion of the services sector. This paper discusses the role of services in advanced economies internationally as a vehicle for ongoing growth and prosperity. The discussion will be frames through pole theory. Contributions of private, profit driven service activity is assessed. Services provide stability while contributing to the growth process, and may constitute growth poles on their own...
37 CitationsSource
#1Jan K. Brueckner (UCI: University of California, Irvine)H-Index: 79
#2Raquel Girvin (UCI: University of California, Irvine)H-Index: 4
This paper explores the impact of airport noise regulation on airline service quality and airfares. It also characterizes the socially optimal stringency of noise limits, taking both noise damage and the various costs borne by airlines and their passengers into account. The analysis also investigates the effect of noise taxes, as well as the optimal level of such taxes. Along with the companion paper by [Girvin, R., 2006a. Airport noise regulation, airline service quality, and social welfare: Th...
56 CitationsSource
#1James J.H. Liou (KNU: Kainan University)H-Index: 31
#2Gwo-Hshiung Tzeng (NCTU: National Chiao Tung University)H-Index: 90
This study develops a non-additive model for evaluating and improving the service quality of airlines and compares its results with the conventional additive method. Service quality is a composite of various attributes and many in a system have inter-dependent characteristics that may not be correctly evaluated using conventional additive measures. A fuzzy integral is thus proposed. Factor analysis is initially used to extract some independent common-factors and fuzzy integral used to integrate ...
149 CitationsSource
#1Sang M. Lee (NU: University of Nebraska–Lincoln)H-Index: 59
#2Domingo Ribeiro (University of Valencia)H-Index: 9
Last. Salvador Roig (University of Valencia)H-Index: 4
view all 4 authors...
There are several megatrends that are shaping the networked global economy. Some of the most prominent ones are globalization, digitalization, deregulation/privatization, changing demographics, changing industry mix, convergence wave, commoditization of processes, and the increasing importance of emerging economies (Lee and Lee 2002). Among these trends, the changing industry mix has the most relevance to our discussion. These megatrends have led to structural changes in the economy. About 100 y...
33 CitationsSource
#1Fang Yuan Chen (NCKU: National Cheng Kung University)H-Index: 5
#2Yu-Hern Chang (NCKU: National Cheng Kung University)H-Index: 27
Airline service is composed of a set of processes. Passengers may have distinct expectations at different stages of the service chain. In this study, air travel was divided into ground and in-flight service stages. We first examined the gap between passengers’ service expectations and actual service received and the gaps associated with passenger service expectations and the perceptions of these expectations by frontline managers and employees of a Taiwanese airline. Next, importance–perform...
201 CitationsSource
#1Harumi Ito (Brown University)H-Index: 4
#2Darin Lee (LECG Corporation)H-Index: 4
This paper assesses the impact of the September 11 terrorist attacks and its after-effects on U.S. airline demand. Using monthly time-series data from 1986 to 2003, we find that September 11 resulted in both a negative transitory shock of over 30% and an ongoing negative demand shock amounting to roughly 7.4% of pre-September 11 demand. This ongoing demand shock has yet to dissipate (as of November 2003) and cannot be explained by economic, seasonal, or other factors.
170 CitationsSource
#1Jin-Woo Park (UNSW: University of New South Wales)H-Index: 6
#2Rodger Robertson (UNSW: University of New South Wales)H-Index: 5
Last. Cheng-Lung Wu (UNSW: University of New South Wales)H-Index: 19
view all 3 authors...
This paper seeks to improving our understanding of air passengers’ decision-making processes by testing a conceptual model that considers service expectation, service perception, service value, passenger satisfaction, airline image, and behavioural intentions simultaneously. For this testing, path analysis via maximum likelihood estimator is applied to data collected from Korean international air passengers. Service value, passenger satisfaction, and airline image are each found to have a dire...
280 CitationsSource
4 Citations
#1Michael J. Mazzeo (NU: Northwestern University)H-Index: 13
The U.S. government, media, and flying public have expressed great concern in recent years over both airline market concentration and flight delays. This study explores potential connec- tions between the two by examining whether the lack of competition on a particular route results in worse on-time performance. Analysis of data from the U.S. Bureau of Transportation Statistics in 2000 indicates that both the prevalence and duration of flight delays are significantly greater on routes where only...
210 CitationsSource
Cited By115
Newest
The aviation industry has grown rapidly worldwide and is struggling against intense competition. Especially in Thailand, the compound annual growth rate of passengers traveling by air has increased continuously over the past decade. Unfortunately, during the past two years, the ongoing COVID-19 pandemic has caused severe economic crises for nearly all businesses and industries, including the aviation industry and especially for passenger airlines whose number of customers has decreased astoundin...
2 CitationsSource
#1Nirajan Shiwakoti (RMIT: RMIT University)H-Index: 22
#2Hongwei Jiang (RMIT: RMIT University)H-Index: 3
Last. An Duong Nguyen (RMIT: RMIT University)
view all 3 authors...
Abstract Our understanding of airline passengers' perception of safety and its association with their satisfaction and airline service quality measures is limited in the literature. This study aims to conduct a systematic examination of airline passengers’ perception of safety and its association with demographics attributes, service quality measures, overall satisfaction and loyalty by using Vietnam to Australia route as a case study. We conducted a questionnaire survey of 436 respondents trave...
Source
#1Jin Wang (Southwest Jiaotong University)H-Index: 1
#2Jin-Yi Zhi (Southwest Jiaotong University)H-Index: 2
Last. Yang Du (Southwest Jiaotong University)H-Index: 1
view all 7 authors...
Source
#1Canan Saricam (ITU: Istanbul Technical University)H-Index: 7
Source
1 CitationsSource
#1Catherine Prentice (Griffith University)H-Index: 23
#2Aaron Hsiao (Griffith University)H-Index: 8
Last. Sandra Loureiro (ISCTE-IUL: ISCTE – University Institute of Lisbon)H-Index: 28
view all 4 authors...
The study examines the relationships between passengers’ mindfulness, airline service quality, customer relationship quality and loyalty with the airlines of their choice. Service quality was model...
1 CitationsSource
#1Yasintha SoelasihH-Index: 1
#2Sumani Sumani (Atma Jaya Catholic University of Indonesia)H-Index: 2
The research aimed to look at the differences in customer loyalty on domestic Full-Service Carriers (FSCs) and Low-Cost Carriers (LCCs) in Indonesia. The differences were shown from testing the effect of service quality on customer loyalty mediated by customer satisfaction and behavioral intention to use. Respondents were FSCs and LCCs passengers. Samples were taken by purposive sampling. There were 522 respondents for FSCs and 529 respondents for LCCs were observed by distributing questionnaire...
Source
#1Jin Wang (Southwest Jiaotong University)H-Index: 1
#2Jin-Yi Zhi (Southwest Jiaotong University)H-Index: 2
Last. Jian-Ping Chen (Civil Aviation Administration of China)H-Index: 1
view all 6 authors...
Seating is the overriding factor influencing aircraft cabin comfort. To efficiently enhance seat comfort, this paper proposes a method to identify key optimisation points for seat comfort. Seat discomfort indicators are recognised based on a comparison of perceived performance with expectation. Confirmatory factor analysis is used to explore the latent variables of discomfort indicators, and a structural model was used to analyse correlations between latent variables. Finally, the most important...
Source
#1Juan de Oña (UGR: University of Granada)H-Index: 21
Abstract Many studies have analyzed the relationship between service quality, satisfaction and behavioral intentions or loyalty in the field of public transport. Yet despite growing interest, there is a lack of consensus regarding a number of aspects, e.g.: the difference between service quality and satisfaction, between behavioral intentions and loyalty, or the mediating effect of satisfaction between service quality and behavioral intentions. The main objective of this article is to shed light...
10 CitationsSource
#1Simge Samanci (Hacettepe University)H-Index: 1
#2Kumru Didem Atalay (Başkent University)H-Index: 8
Last. Feride Bahar Isin (Başkent University)H-Index: 4
view all 3 authors...
Abstract This study reveals how to improve and define the issues of service quality in the airline sector after the outbreak of COVID-19, to what extent customer needs (important issues) and expectations (expected performances) will differ, and the priorities of airline sector managers in terms of resource allocation, costs, planned strategies, and operational efficiency and effectiveness. It offers a systematic and interactive perspective by simultaneously providing the perspective of both airl...
7 CitationsSource