Abstract:Abstract-Customer service and satisfaction is of great importance to aviation industry as it has an economic impact on the airlines. Customer's in-flight experience, is tied into their satisfaction with that airline, and in turn has become an area of competition between airlines. This study seeks to develop a statistically valid and reliable scale to empirically measure the quality of the in-flight experience that a passenger would witness on a commercial airline flight within the United States. Actual consume… Show more
scite is a Brooklyn-based organization that helps researchers better discover and understand research articles through Smart Citations–citations that display the context of the citation and describe whether the article provides supporting or contrasting evidence. scite is used by students and researchers from around the world and is funded in part by the National Science Foundation and the National Institute on Drug Abuse of the National Institutes of Health.