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)
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.
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