The influence of airline service quality on passenger satisfaction and loyalty

Abstract

Purpose – The general objective of this study was to examine the influence of airline service quality on passenger satisfaction and loyalty. To achieve this, the research was guided by four specific objectives to which data collection was effected mainly by interview method using fully structured questionnaires. Design/methodology/approach – The study used random sampling technique and it covered 303 respondents on international flights using Entebbe International Airport. Data were analyzed using statistical package for social sciences 16, were χ2 was used to test the hypothesis and regression analysis was performed to examine the relationships between variables. Findings – Findings indicated that the quality of pre-flight, in-flight and post-flight services had a statistically significant effect on passenger satisfaction. In addition to that, passenger satisfaction as a mediating variable also had a significant effect on passenger loyalty. It was noted that passenger satisfaction differed from person to person as some were more interested in off board facilities, others onboard, others in the quality of food while others wanted more extra luggage. Originality/value – It was recommended that airline management should consider developing various strategies for improving service quality based on demographic characteristics of the customers such as occupation, age, gender and education level.

Determinants of Behavioral Intention to Use South Korean Airline Services: Effects of Service Quality and Corporate Social Responsibility

“…Park and colleagues [42] found that three factors of SQ (service value, passenger satisfaction, and airline image) have a significant effect on the BI of passengers. Moreover, Namukasa [38] emphasized that SQ, including pre-flight, in-flight, and post-flight services, has a positive influence on CS.…”

“…Many studies have investigated the effects of SQ on consumer behaviors, such as CS, customer loyalty, and behavioral intentions, as well as on firm performance, in various service industries [14,[37][38][39] and found it to have a positive impact [37,40]. Lee and Cunningham [37] indicated that service quality perceptions have a positive impact on service loyalty in banks and travel agencies, while Santos [12] found that high E-service quality provides long-term benefits to companies in the E-commerce industry.…”

Customer satisfaction low cost carrier: stimulus and its consequences

“…Some researchers in their study discovered a positive effect of service quality on customer satisfaction in airline industry in various countries, such as in South Korea (Park et al, 2004), Australia (Park et al, 2005), Uganda (Namukasa, 2013), America (Baker, 2013), Nigeria (Geraldine and David, 2013), and United Arab Emirates (Hussain, 2016). Based on the theory and previous research, the hypothesis to be tested in this study is as follows: H1: There is a positive effect of service quality toward customer satisfaction Corporate image toward Customer satisfaction.…”

Customer satisfaction of Vietnam Airline domestic service quality

“…Parasuraman et al [14] argue that service quality is considered as results of customers' comparison between their expectation of the service and their perception after using the service. Tiernan et al [19] and Namukasa [11] used the model of SERVQUAL [14] and SERVPERF [2] to examine the impact of airline service quality on passenger satisfaction.…”