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Journal articles on the topic 'Airline Service Quality'

Author: Grafiati

Published: 3 June 2025

Last updated: 31 July 2025

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1

Iqbal, Asif, Muhammad Sufyan, Abdul Salalm, Muhammad Ali Shaikh, and Muhammad Faizan Khan. "When Satisfaction Takes Flight: Unraveling the Impact of Passenger Satisfaction on Passenger Loyalty with the moderating role of Price Sensitivity in Airline Industry." Research Journal for Societal Issues 5, no. 3 (2023): 73–95. http://dx.doi.org/10.56976/rjsi.v5i3.138.

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The airline industry is highly competitive, and airlines need to provide high-quality services to attract and retain customers. This study examines how airline service quality, safety regulations, airline safety and empathy affect consumer satisfaction and how price sensitivity moderates this effect. Airlines must deliver high-quality services to attract and keep customers in a competitive industry. Moreover, how price sensitivity moderates the relationship between service quality and passenger satisfaction. The results indicate that airline service quality, safety requirements, safety, and em

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Min, Hokey, and Hyesung Min. "Benchmarking the service quality of airlines in the United States: an exploratory analysis." Benchmarking: An International Journal 22, no. 5 (2015): 734–51. http://dx.doi.org/10.1108/bij-03-2013-0029.

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Purpose – The purpose of this paper is to help airlines gain a better understanding of passengers’ service concerns, identify opportunities for continuous service improvement, and then develop service benchmarking standards that can be a yardstick for the airline’s competitiveness. Design/methodology/approach – This paper develops a set of target performance standards that helps airlines monitor their service delivery process, identify relative weaknesses, and take corrective actions for continuous service improvements using exploratory data analysis and competitive gap analysis. Findings – Th

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Haghighat, Navid. "Proposing a framework for airline service quality evaluation using Type-2 Fuzzy TOPSIS and non-parametric analysis." Journal of Sustainable Development of Transport and Logistics 2, no. 2 (2017): 6–25. https://doi.org/10.14254/jsdtl.2017.2-2.1.

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This paper focuses on evaluating airline service quality from the perspective of passengers' view. Until now a lot of researches has been performed in airline service quality evaluation in the world but a little research has been conducted in Iran, yet. In this study, a framework for measuring airline service quality in Iran is proposed. After reviewing airline service quality criteria, SSQAI model was selected because of its comprehensiveness in covering airline service quality dimensions. SSQAI questionnaire items were redesigned to adopt with Iranian airlines requirements and environmen

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Badanik, Benedikt, Rebeka Remenysegova, and Antonin Kazda. "Sentimental Approach to Airline Service Quality Evaluation." Aerospace 10, no. 10 (2023): 883. http://dx.doi.org/10.3390/aerospace10100883.

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This paper focuses on the analysis of traditional methods of service quality evaluation and represents a new sentimental approach to airline service quality evaluation employing user-generated content. It identifies aspects of airline service that passengers react to positively or negatively using the word cloud method—a basic straightforward exploratory analysis tool. The aim is to introduce an approach that can be implemented using freely available analytical software tools and freely available data. As a case study, authors evaluated selected airlines’ service quality using sentimental anal

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Decha, Oraphan. "IMPACT OF SERVICE QUALITY, SATISFACTION AND PASSENGERS BEHAVIOUR OF FULL-SERVICE AIRLINES OPERATING IN THAILAND." EUrASEANs: journal on global socio-economic dynamics, no. 5(18) (October 1, 2019): 65–78. http://dx.doi.org/10.35678/2539-5645.5(18).2019.65-78.

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 Airline companies today are faced with various challenges such as cutting price, managing fluctuating demand, and meeting quality requirements. In addition to these issues, intense competition in the global airline industry has intensified the importance of customer perception of service quality. Numerous studies demonstrate the dependence of airline’s market share, revenues, positive word of mouth, and customer retention on consumer perception of service quality, and in turn, on customer satisfaction and loyalty. This paper explains the relationship between service quality, satisfactio

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Idris, Sheema Liza, and Masurah Mohamad. "A Study on Sentiment Analysis on Airline Quality Services: A Conceptual Paper." Information Management and Business Review 15, no. 4(SI)I (2023): 564–76. http://dx.doi.org/10.22610/imbr.v15i4(si)i.3638.

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Airline quality service is crucial for airlines to remain competitive in the industry. The quality of the services of these airlines must meet customer satisfaction and other aspects of the overall service experience. The levels of service quality in an airline service may impact satisfaction and loyalty which may influence customer sentiment. Concerning the importance of airline quality service, customer sentiment towards the service must be investigated and one of the ways to analyze it is by using sentiment analysis. Sentiment analysis is the chosen tool nowadays to analyze comments or revi

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Al Awadh, Mohammed. "Assessing the Quality of Sustainable Airline Services Utilizing the Multicriteria Decision-Making Approach." Sustainability 15, no. 9 (2023): 7044. http://dx.doi.org/10.3390/su15097044.

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Monitoring customer satisfaction in the airline service industry is critical for improving service quality and meeting consumer expectations. Modern and comprehensive quality of service measurement tools offer firms critical information about how consumers perceive quality and their service quality expectations. It is vital to assess service quality in airline transportation, which is becoming more popular in comparison to other modes of transportation, resulting in increased competition. Businesses should know their clients well and make adjustments by properly analyzing their expectations if

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JIANG, Hongwei, Glenn S. BAXTER, and Graham WILD. "A STUDY OF CHINA’S MAJOR DOMESTIC AIRLINES’ SERVICE QUALITY AT SHANGHAI’S HONGQIAO AND PUDONG INTERNATIONAL AIRPORTS." Aviation 21, no. 4 (2017): 143–54. http://dx.doi.org/10.3846/16487788.2017.1415224.

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In a highly competitive market, service quality can be the core competitive advantage for airline’s profitability and sustained development. This paper has investigated the differences in the passengers’ expectations and perceptions of the service quality of China’s four major domestic airlines: Air China, China Southern Airlines, China Eastern Airlines, and Hainan Airlines in China’s domestic market. The results will assist airline management to improve service quality by reducing the difference. Surveys were conducted with domestic passengers at Shanghai Hongqiao Airport and Shanghai Pudong

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Bilal, Sheikh. "Airline Management and Customer Experience an Empirical Study from Indian Aviation Sector." Dec 2023 - Jan 2024, no. 41 (December 2, 2023): 1–14. http://dx.doi.org/10.55529/jsrth.41.1.14.

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In a consumer-driven industry, airlines fight for customers. This study investigates Airline Management and customer experience to attract and retain consumers. Aviation client satisfaction and trip are also assessed. Airlines must stand out with inventive management in a crowded market. Digital management, loyalty programs, pricing, and branding are airline strategies. Understanding how airlines employ these tactics to stand out in a crowded business is crucial to customer acquisition. Any airline's success hinges on customer pleasure. This research explores how airlines affect bookingto- dis

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Kılıç, Sena, and Ebru Enginkaya. "Uncovering airline service quality dimensions from passengers' online reviews: A text mining approach to validate and extend Servqual." Business & Management Studies: An International Journal 12, no. 3 (2024): 492–504. http://dx.doi.org/10.15295/bmij.v12i3.2406.

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This study investigates airline service quality dimensions by employing text-mining techniques to analyse passengers' emotional responses and experiences with airlines as reflected in their online reviews. The study aims to identify the relationship between these and SERVQUAL dimensions to confirm its reliability in the airline industry and reveal new and promising dimensions of airline service quality. The study contributes to academia by enriching literature on airline service quality and text mining applications, identifying areas for enhancement, and suggesting strategic directions for con

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KALEMBA, Nicole, Fernando CAMPA-PLANAS, Ana Beatriz HERNÁNDEZ-LARA, and Maria Victòria SÁNCHEZ-REBULL. "Service quality and economic performance in the US airline business." Aviation 21, no. 3 (2018): 102–10. http://dx.doi.org/10.3846/16487788.2017.1378266.

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In order to cover this goal, four quality indexes related to the airline industry, and two economic performance. In order to cover this goal, four quality indexes related to the airline industry, and two economic performance indicators, revenues and return on investment (ROI), have been considered. Data from American airline companies from 2006 to 2013 have been used to determine if airlines’ profitability increases when service quality improves. Considering the effects on airlines’ profitability, the results confirm the positive and significant influence of service quality on the ROI of the U

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Low, Joyce, and Kum Khiong Yang. "Understanding the operating landscape of the global airline industry: A DEA integrated alternating conditional expectation approach." Journal of Airline and Airport Management 9, no. 2 (2019): 27. http://dx.doi.org/10.3926/jairm.126.

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Purpose: This study investigates the relationships between service efficiency in 5 major cost centres (namely, business orientation, network coverage, physical resources, maintenance, repair and overhaul (MRO), and human resources) and profitability in the global airline industry.Design/methodology/approach: The study integrates the Slack-based Model (SBM) of Data Envelopment Analysis (DEA) with the Alternating Conditional Expectation (ACE) regression to understand the relationships between an airline’s profitability and its efficiencies in 5 identified operations areas.Findings: Based on the

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Zagrajek, Paweł, and Adam Hoszman. "Impact of Ground Handling on Air Traffic Volatility." Journal of Management and Financial Sciences, no. 33 (July 27, 2019): 147–55. http://dx.doi.org/10.33119/jmfs.2018.33.8.

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Ground handling services constitute an important element of airline operations and significantly affect traffic stability and punctuality. In this article, the existing and potential impact of airline handling on air traffic volatility is reviewed from the point of view of airlines and ground operations. The issues of airline expectations towards ground handling agents (including handling rates, turnaround time, passenger services, and ramp services) are explored. In addition, the impact of an airline’s schedule and the volatility of its operations on the performance and operational requiremen

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Barrows, Samuel D. "In Asia, Does Airline Service Quality Matter to Investors?" Asian Social Science 14, no. 4 (2018): 8. http://dx.doi.org/10.5539/ass.v14n4p8.

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The purpose of this study is to evaluate whether premium services airlines in Asia offer better returns to investors as compared to normal services airlines. To accomplish this, portfolios are created for each airline group and compared against benchmarks in monthly assessments over a sixty two month period ending in October 2017. The benchmarks include the global market and the oil market. The global market offers a comparison to a baseline expectation while the oil market represents a major cost component for the airline industry. The findings point to the premium services airlines as being

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Ganiyu, Rahim A. "Perceptions of Service Quality: An Empirical Assessment of Modified SERVQUAL Model among Domestic Airline Carriers in Nigeria." Acta Universitatis Sapientiae, Economics and Business 4, no. 1 (2016): 5–31. http://dx.doi.org/10.1515/auseb-2016-0001.

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Abstract Literature is replete with a large number of theories related to service quality measurement and dimensions in an airline context. To date, there is no consensus of opinion on the generic model and of the number of dimensions most appropriate to evaluate service quality in airline industry. This study investigates service quality dimensions in the Nigerian airline industry. The cross-sectional survey research design was adopted. Convenience sampling was used to select 800 respondents among departing air travellers in Lagos State. A structured questionnaire containing 28 items was deve

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Rahim, A. Ganiyu. "Perceived Service Quality and Customer Loyalty: The Mediating Effect of Passenger Satisfaction in the Nigerian Airline Industry." International Journal of Management and Economics 52, no. 1 (2016): 94–117. http://dx.doi.org/10.1515/ijme-2016-0029.

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AbstractThe long-term survival and competiveness of the airline business is strongly connected to the quality of service offered by airline operators and their ability to satisfy and build long-term relationships with customers. This study investigates the relationship among service quality, customer satisfaction and loyalty in the Nigerian airline industry. The cross-sectional survey research design was chosen in order to collect the primary data, using a structured questionnaire. Convenience sampling was adopted to draw a sample of 800 respondents. The data collected were analysed using corr

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Singh, Alok Kumar. "Competitive service quality benchmarking in airline industry using AHP." Benchmarking: An International Journal 23, no. 4 (2016): 768–91. http://dx.doi.org/10.1108/bij-05-2013-0061.

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Purpose – The purpose of this paper is to measure competitive service quality (SQ) performances of domestic full service airlines in India by providing a framework based on analytic hierarchy process (AHP), in order to benchmark their SQ thus, enhancing competitiveness and gaining competitive advantage. Design/methodology/approach – The present study has used the AHP methodology to benchmark the SQ of airlines in India. Subsequently, competitive SQ gap analysis is performed to evaluate and compare strength and weakness of focal firm (Airline “B”) against its competitors. Findings – In this res

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Le, Cong Thanh, and Trang Thi Mai Nguyen. "Service quality, corporate image and word-of-mouth in Vietnam domestic airline service." Science and Technology Development Journal 16, no. 2 (2013): 107–16. http://dx.doi.org/10.32508/stdj.v16i2.1484.

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The purpose of this study is to examine the impact of airlines service quality on word-ofmouth through corporate image. Survey data were collected from 298 passengers who have used the domestic airline service at Tan Son Nhat airport. Research results reveal that domestic airline service quality includes four components: convenience, reliability, passenger service, and in-flight service. The SEM analysis result, moreover, shows that there is no significantly direct impact of service quality on WOM, that only exerts an indirectly positive impact of service quality on WOM through the airline ima

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Sukwadi, Ronald, Angela Susanto, and Yun-Chia Liang. "Airline service quality evaluation for Indonesian low-cost carriers based on Extenics innovation theory." Archives of Transport 58, no. 2 (2021): 7–20. http://dx.doi.org/10.5604/01.3001.0014.8794.

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Nowadays, the market is getting competitive in all aspects of the survival of the company. Companies, especially in the service industry, realize that in order to win the market, they need to explore new ways of delighting customers. The airline industry has played a vital role in Indonesia's modern development and competitiveness. Fierce competition and shrinking profits have impelled the airlines to stress upon improving the quality of the services being provided to the passengers. Passengers have become very specific about their service needs and often tend to shift to others that pro-vide

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Harcar, Talha, and Ersem Karadag. "Impact of country of origin and national identity on air travel purchase decisions for prospective buyers: The case of American travelers." Journal of Global Business Insights 7, no. 1 (2022): 16–32. http://dx.doi.org/10.5038/2640-6489.7.1.1175.

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This study focuses on how the concept of country of origin (COO) and national loyalty affect purchasing decisions of prospective travelers when purchasing airline tickets. The objectives of this study are to understand: (a) the relationship between demographic structures of travelers and their national loyalty status, (b) the relationship between national loyalty and national airline perceptions, (c) the construction and analysis of the measurement of national airline preference scale, and (d) testing the relationship between national loyalty, national airline perception, and preferences of fo

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Panca, Elang. "Analisis Kepuasan Penumpang terhadap Kualitas Pelayanan Maskapai Garuda Indonesia di Bandar Udara Internasional Yogyakarta." Reslaj : Religion Education Social Laa Roiba Journal 4, no. 6 (2022): 1618–33. http://dx.doi.org/10.47467/reslaj.v4i6.1183.

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Customer satisfaction is one of the targets that must be met by a company, especially a company engaged in services, how to get satisfaction customer is to improve the quality of service. This study aims to determine passenger satisfaction with the service quality of the Garuda Indonesia airline and the service quality attributes that can be developed by the Garuda Indonesia airline at Yogyakarta International Airport. This study uses a quantitative research design with a sample of Garuda Indonesia airline passengers. The data source sample was selected using purposive sampling which is includ

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Adesola Wojuade, Christopher, and Feyikemi Christianah Onatade. "Service Quality and Passengers’ Satisfaction of Airline Operations in Nigeria." Journal of Social Sciences Research, no. 69 (September 30, 2020): 865–73. http://dx.doi.org/10.32861/jssr.69.865.873.

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The study evaluates passengers’ satisfaction with the service quality of international airlines at Murtala Muhammed International Airport, Lagos, Nigeria. The study randomly selects 4 out of 27 international airlines operating at the airport for the survey. A purposive sampling technique was employed to select 100 respondents in each of the airlines since the study population could not be ascertained. A structured questionnaire was administered on the passengers when waiting to board the aircraft to elicit information on their travel characteristics and perceived satisfaction with the services

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FITRIANSYAH, ANDRI, KETUT VINI ELFAROSA, and KADEK JEMMY WACIKO. "ANALISIS SERVICE QUALITY TERHADAP CUSTOMER SATISFACTION MASKAPAI GARUDA INDONESIA PADA PENERBANGAN DOMESTIK RUTE JAKARTA-DENPASAR MENGGUNAKAN AIRLINE SERVICE QUALITY (AIRQUAL) MODEL." GANEC SWARA 18, no. 3 (2024): 1305. http://dx.doi.org/10.35327/gara.v18i3.1002.

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This research carries the title "Analysis Service Quality to Customer Satisfaction Garuda Indonesia Airlines uses domestic flights on the Jakarta-Denpasar route Airline Service Quality (Airqual) Model" This research aims to determine and explain the influence Airline Tangible (X1), Terminal Tangible (X2), Personal Quality (X3), Empathy (X4), Airline Image (X5) against Customer Satisfaction. This research uses the Explanatory Research method with quantitative methods. The data collection method in this research uses an e-questioner, with a sample size of 112 respondents determined using the Slo

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Enomoto, Carl E., Karl R. Geisler, and Sajid A. Noor. "Non-price competition in the US airline industry: a VAR model." Journal of Economic Studies 44, no. 6 (2017): 882–94. http://dx.doi.org/10.1108/jes-09-2016-0173.

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Purpose The purpose of this paper is to analyze the extent to which major US airlines respond to one another in quality of service improvements. Design/methodology/approach Utilizing monthly data, the authors estimate a five-equation vector autoregressive model to determine which airline leads or follows others in quality of service improvements. Findings This study found that the five major airlines make interrelated decisions when responding to customer complaints concerning flight problems, over-sales, reservations, ticketing, boarding, and customer service. Every airline either responds to

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Migoko, Halima Abdallah, and Yamunah Vaicondam. "Buying Intention And Factors Influencing Buying Behavior." International Journal of Engineering & Technology 7, no. 4.28 (2018): 63–66. http://dx.doi.org/10.14419/ijet.v7i4.28.22391.

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This study attempts to determine the factors that influenced passengersâ€™ airline selection for domestic airlines in Tanzania. This is because of persistent rise and decline of some airlines companies in Tanzania. The objectives of this study is to examine factors influencing the buying intention of airlines passengersâ€™ selection, to examine the relationship between buying intention and buying behavior of airlines passengers in Tanzania and to investigate the mediating effect of buying intention on the relationship between factors influencing and buying behavior. This study employed quantit

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Tiernan, Siobhan, Dawna L. Rhoades, and Blaise Waguespack. "Airline service quality." Managing Service Quality: An International Journal 18, no. 3 (2008): 212–24. http://dx.doi.org/10.1108/09604520810871847.

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Fernando, Yudi, Norizan Mat Saad, Mahmod Sabri Haron, and Suhaiza Zailani. "The Development of Synergy Model on Internal and External Suppliers for Asian Airlines Industry." International Journal of Applied Logistics 2, no. 1 (2011): 17–34. http://dx.doi.org/10.4018/ijal.2011010102.

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This paper examines the airline industry to develop a synergy model in internal and external suppliers for Asian airlines industry. An extensive literature review is conducted to present a synergy model to develop Asian airline competitiveness, safety and service quality. The literature review is highlighted to seek the relationships between internal marketing and internal service quality and identify whether the relation of supplier can moderate them. The review reveals that a synergy model based on internal marketing, internal service quality and supplier relations can overcome the Asian ind

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Kim, Soojung, and Jinsoo Hwang. "Airline CSR and Quality Attributes as Driving Forces of Passengers’ Brand Love: Comparing Full-Service Carriers with Low-Cost Carriers." Sustainability 15, no. 9 (2023): 7293. http://dx.doi.org/10.3390/su15097293.

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Consumers’ increased awareness of social and environmental issues encourages airlines to implement corporate social responsibility (CSR); however, the effectiveness of CSR according to airline type remains unclear. This study examines the roles of CSR and service quality in enhancing passengers’ brand love in the airline industry and explores the moderating role of airline type on the CSR–brand love and service quality–brand love relationships. To test the theoretical model, we conducted a web-based survey with 426 participants who were knowledgeable about the CSR activities of the airline com

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Šebjan, Urban, Polona Tominc, and Karin Širec. "Multiple Conceptual Modelling of Perceived Quality of In-flight Airline Services." PROMET - Traffic&Transportation 29, no. 3 (2017): 311–19. http://dx.doi.org/10.7307/ptt.v29i3.2195.

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Despite growing literature on the different aspects of airline service quality in relation to behavioural intentions, less attention has been paid to some specific aspects of in-flight services. The focus of the present research is, therefore, on a multiple conceptual model of the quality of in-flight services in relation to passengers’ perception of value, followed by recommendations (word of mouth - WOM) of airlines, as well as the quality and comfort of airline seats. The study is performed using two databases of reviewers’/passengers’ opinions regarding the quality of in-flight airline ser

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Dr.P.BABY, Dr P. BABY. "Passengers’ Expectation on Service Quality Dimensions in Domestic Airline Services." Global Journal For Research Analysis 3, no. 6 (2012): 1–3. http://dx.doi.org/10.15373/22778160/june2014/80.

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Lestari, Yuliani Dwi, and Eko Agus Murjito. "Factor Determinants of Customer Satisfaction with Airline Services Using Big Data Approaches." Jurnal Pendidikan Ekonomi Dan Bisnis (JPEB) 8, no. 1 (2020): 34–42. http://dx.doi.org/10.21009/jpeb.008.1.4.

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In the commercial airline’s industry, customer satisfaction is critical. Due to increasingly fierce competition, customer satisfaction can affect airlines’ customer decisions in providing recommendations for prospective customers. For this reason, this study aims to explore the determinant factors that influence customer satisfaction and recommendations for the top 10 airlines listed on the Skytrax list. Using the big data approach, this study collected data from 10.189 customer reviews from 2012 to 2019. Based on the results of statistical analysis using binary logistic regression techniques,

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Wen, Jun, Ming Xing Li, Jian Fei Lv, Shu Xia Sun, and Hai Feng Duan. "Evaluation of Airlines Operating Quality Besed on Grey Multi-Level." Advanced Materials Research 971-973 (June 2014): 2498–501. http://dx.doi.org/10.4028/www.scientific.net/amr.971-973.2498.

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The airline operating quality directly reflects the optimal allocation of airlines resources, and the level of operating quality is related to the safety and benefits of airlines’ operation. In order to accurately evaluate the airline operating quality, the situation of airlines’ operating is analyzed, and the evluation index is established from the following four aspects: operation management level, security level, operation performance and service quality. Due to uncertainty of the factors, grey theory is introduced to evaluate airline operating quality. The evaluation index weights are dete

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Brochado, Ana, Paulo Rita, Cristina Oliveira, and Fernando Oliveira. "Airline passengers’ perceptions of service quality: themes in online reviews." International Journal of Contemporary Hospitality Management 31, no. 2 (2019): 855–73. http://dx.doi.org/10.1108/ijchm-09-2017-0572.

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PurposeThis paper aims to identify the main themes shared in online reviews by airline travellers, as well as which of these themes were linked with higher and lower value for money ratings.Design/methodology/approachThe research used mixed content analyses (i.e. quantitative and qualitative) to examine 1,200 reviews of six airline companies shared by airline travellers in a social media platform.FindingsThe analyses revealed nine themes in descriptions of airline travel experiences. These are the core services during “flights”, “airport” operations, crew and ground “staff”, ticket “classes”,

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Batarlienė, Nijolė, and Neringa Slavinskaitė. "Assessment of Factors Determining Airline Consumer Loyalty: Case Study in Lithuania." Sustainability 15, no. 2 (2023): 1320. http://dx.doi.org/10.3390/su15021320.

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The aviation sector is constantly expanding and it is strongly influenced by external factors, which gives rise to significant competition between airlines. One of the most effective ways for an airline to gain a competitive advantage is to keep its customers as loyal users of the provided services, able to provide airlines with a stable revenue for the services they sell. The purpose of this paper was to identify the factors that have the greatest impact on airline passengers’ loyalty. This study analyzed the data from passengers of two classes: prestige (business) and economy. Prestige (busi

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Wilfred, Vinoj, M. V. Rama Prasad, and J. P. Senthil Kumar. "Study of service quality, price sensitivity, and passenger satisfaction in India’s airline sector." Innovative Marketing 20, no. 3 (2024): 182–92. http://dx.doi.org/10.21511/im.20(3).2024.15.

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Understanding the determinants of customer satisfaction is crucial for airlines to maintain and grow their customer base. This study aims to analyze how various service quality dimensions and prices impact airline attractiveness using the service quality (SERVQUAL) model. Data were collected from 400 respondents through an online questionnaire using the convenience sampling method. The respondents included a diverse mix of frequent flyers, occasional travelers, and business professionals, ensuring a comprehensive understanding of passenger perspectives in the Indian airline sector. This study

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Al Raisi, Naila, and Yugesh Krishnan. "Factors Influencing Omani Traveler’s Preference While Choosing Low-Cost Airlines and Full-Service Airlines." International Journal of Research in Entrepreneurship & Business Studies 4, no. 3 (2023): 1–18. http://dx.doi.org/10.47259/ijrebs.431.

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Purpose: The objective of this research was to determine the factors that influence Omani travellers in making airline selection decisions as well as to examine their perception and the level of satisfaction with the quality of services provided by Oman Air and Salam Air. Design/methodology/approach: A mixed methods research approach was employed in this study to gather primary data through a survey questionnaire and analyse it accordingly. A simple Random sampling method was used with a sample size of 80, 40 from Oman Air and 40 from Salam Air. Inferential Statistics and descriptive statistic

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Primadi, Andri, Astri Rumondang, and Chiara Dharaurah Daulay. "The Impact of Brand Image, Quality of Service on Consumer Purchase Behavior for Airlines in Indonesia." Jurnal Manajemen Bisnis Transportasi dan Logistik 9, no. 2 (2023): 160. https://doi.org/10.54324/j.mbtl.v9i2.1726.

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Brand Image and Service Quality are two important concepts in the airline industry that are major in shaping passenger perception and experience. Brand Image is the image or perception owned by an airline in the eyes of consumers or passengers. At the same time, Service Quality shows the extent to which the airline can meet or exceed passenger expectations regarding services provided. This study aims to determine the relationship between service quality and Brand Image in Purchasing Decisions. The study's findings have important implications for airlines in Indonesia as it highlights the impor

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Gozali, Ahmad. "INDONESIA AIRLINES' COMPETITIVE STRATEGIES." Inovasi 9, no. 1 (2022): 1. http://dx.doi.org/10.32493/inovasi.v9i1.p1-8.23589.

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The more open the global economy, the increasing use of airlines, at the same time tightening competition, both domestic and international flights. Therefore, this study seeks to see and analyze the airline's marketing strategy from the perspective of flight service quality and price penetration. To test the research data, used quantitative methods with regression analysis techniques. This is to see the possible cause and effect of a variable, so that the effectiveness of the implemented strategy is known. The object of this research is Citilink airline users, using accidental sampling techniq

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Zhang, Luyun, Muxi Chen, Yibin Li, Mingze Gao, Yanfu Zhang, and Changbin Feng. "A USA Airline Business Traveler Loyalty Model: Cost-Effective Approaches to Enhance Customer Retention." Advances in Economics, Management and Political Sciences 182, no. 1 (2025): 156–64. https://doi.org/10.54254/2754-1169/2024.24033.

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The airline industry remains highly competitive, making customer loyalty a crucial factor for maintaining profitability and ensuring long-term success. This research aims to uncover how airlines can strategically optimize their services to convert more customers, especially the business travelers that represent a significant revenue stream into loyal participants while minimizing costs. We are focusing on exploring the importance of class preferences and specific service features such as in-flight service quality that shape loyalty. The sample source for this study is derived from the U.S. Air

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Du, Wangbin. "Neural Network in Aircraft Customer Satisfaction Prediction." Advances in Economics, Management and Political Sciences 38, no. 1 (2023): 19–29. http://dx.doi.org/10.54254/2754-1169/38/20231879.

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The aviation service market has become increasingly competitive in recent years, and airlines are constantly seeking new ways to attract more customers and improve their market share. One effective method of assessing customer satisfaction is through evaluating the quality of airline services. In this paper, the target is to explore the influence of various airline services to customer satisfaction. The study identified four key service types that have a significant impact on customer satisfaction. These include Wi-Fi service, online boarding pass printing service, business class customer serv

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Jameel, Alaa S. "SERVICE QUALITY AND CUSTOMER SATISFACTION THROUGH AIRQUAL DIMENSIONS: AN EMPIRICAL INVESTIGATION ON IRAQI AIRWAYS." International Journal of Management Studies 32, no. 1 (2025): 1–18. https://doi.org/10.32890/ijms2025.32.1.1.

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In today’s rapidly evolving business environment, customer requirements and expectations are continually increasing. Many service-oriented companies, including airlines, are struggling to accurately understand and meet the true needs and desires of their passengers. Often, they rely on outdated views of airline services. This study investigated how various dimensions of service quality impact customer satisfaction at Iraqi Airways. Using a convenience sampling technique, data were collected through questionnaires distributed at Baghdad International Airport and Erbil International Airport in I

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Kungwola, Korawin. "Airline service quality (AIRQUAL) improvement approach for Thai Airways during the rehabilitation." E3S Web of Conferences 389 (2023): 05012. http://dx.doi.org/10.1051/e3sconf/202338905012.

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Since the outbreak of COVID-19 in 2020, Thai Airways (THAI) and many other airlines have been suffering from significant losses and a shortage of liquidity and cash flow. Therefore, the submitted rehabilitation plan aims to completely restructure and enable THAI to become profitable again (Thai Airways, 2021). This study therefore aims to contribute a guideline for enhancing service quality for customer satisfaction in the business by using content analysis from documents, books, tables, articles and related research to examine data based on the Airline Service Quality (AIRQUAL), a crucial com

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Park, Kunsoon, and Seungwon Shawn Lee. "U.S. Airline Customer Complaint Trends: A Decade-Long Analysis (2013-2022) Including COVID-19 Impacts." International Business Research 17, no. 5 (2024): 131. http://dx.doi.org/10.5539/ibr.v17n5p131.

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The Airline Deregulation Act of 1978 significantly reshaped the U.S. aviation industry, transitioning from government-controlled pricing and service standards to market-driven dynamics. This shift led to the rise of low-cost carriers, reduced service quality, and increased customer complaints. In response to fluctuating service standards, the Air Travel Consumer Report (ATCR) was introduced in 1987 to provide transparency in airline service quality. This study leverages ATCR data from 2013 to 2022 to analyze trends in customer complaints across major U.S. airlines. The primary objectives are i

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Negara, M. Ryan Prawira, and Sri Yanthy Yosepha. "The Influence of Check-In Counter Officer Service Quality on Passenger Satisfaction at Transnusa Airlines at Soekarno-Hatta International Airport." Dinasti International Journal of Management Science 6, no. 4 (2025): 983–90. https://doi.org/10.38035/dijms.v6i4.4387.

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Passenger satisfaction is important in maintaining loyalty and airline reputation in the aviation industry. One important aspect of airline service quality is the check-in counter officer. Check-in counter officers are the front line in direct interaction between airlines and passengers. This study analyses the service quality of check-in counter officers and their effect on passenger satisfaction at Transnusa Airlines at Soekarno-Hatta International Airport. This study uses a descriptive method with a quantitative approach. The primary data was collected from processing questionnaire data fro

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E.J., Edim, Inyang B.I., Dafe O.A., Odinka P.C., and Cobham M.A. "Airline Service Quality and Passengers’ Loyalty in the Nigerian Civil Aviation Sector." Research Journal of Hospitality and Tourism Management 2, no. 1 (2023): 18–37. http://dx.doi.org/10.52589/rjhtm-kr9m4jrs.

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In this study, we investigated the role of airline service quality in influencing passengers’ loyalty in the Nigerian civil aviation sector. The study specifically examined the effects of pre-flight, in-flight and post-flight service quality on passengers’ loyalty. Being a cross-sectional study, we obtained primary data from 400 passengers of airlines in two major airports in South-South Nigeria – Calabar and Uyo Airports using an online structured questionnaire. The questionnaire contained measures adapted from extant relevant studies for valid and consistent measurement. After data collectio

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Larysa, M. Dokiienko, Ye. Osmak Viktor, and M. Triukhan Oleh. "Passenger Service on the Aircraft Board as a Component of the Airline's Image and Competitiveness." Economics: time realities 2, no. 66 (2023): 26–35. https://doi.org/10.5281/zenodo.8154926.

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The article is devoted to consideration of passenger service on aircraft board as a basis for forming the image and ensuring the airline’s competitiveness. The role of passenger service quality for airlines in the context of fierce global competition is defined; an analysis of the on-board product of the world's leading airlines was carried out, and the most influential ratings of airlines for the service quality were considered. The key criteria for evaluating the passenger service quality on the aircraft board in terms of the quality of the on-board product and the efficiency of th

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İnan, Hüseyin Ertan. "Benchmarking customer satisfaction levels of airline companies: An entropy-grey relational analysis approach." Tourism and Recreation 7, no. 1 (2025): 1–10. https://doi.org/10.53601/tourismandrecreation.1474992.

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The transportation sector plays a critical role in facilitating tourism movements. Airline operators must adapt to the evolving market dynamics and gain a competitive edge by meeting passenger expectations. However, the persistent challenges of delivering excellent service quality and achieving high customer satisfaction levels persist. Assessing service quality and customer satisfaction is crucial for airlines to maintain a competitive advantage. Comparing the service quality levels of airline companies with competitors allows for the identification of the company's strengths and weaknesses.

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Farida, Yuniar, Husna Nur Laili, Achmad Teguh Wibowo, Latifatun Nadya Desinaini, and Silvia Kartika Sari. "Selecting the Best-Performing Low-Cost Carrier (LCC) Airlines Using Analytical Hierarchy Process (AHP) and Elimination et Choix Traduisant la Realite (ELECTRE)." Journal of Information Systems Engineering and Business Intelligence 8, no. 2 (2022): 196–206. http://dx.doi.org/10.20473/jisebi.8.2.196-206.

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Background: Low-cost carrier (LCC) is a popular air transportation service as it offers affordable fares. Many airlines have adopted the LCC system because they need to adapt to the changes in the airline industry. The competition is tight. Despite the low cost, consumers demand quality services. Therefore, LCC airlines need to find their competitive edge. Objective: This study aims to determine the best-performing LCC airlines, the criteria, and the sub-criteria to improve the performance. Methods: This study uses two methods from multi-criteria decision-making (MCDM), namely the analytical h

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Bakır, Mahmut, and Özlem Atalık. "Application of Fuzzy AHP and Fuzzy MARCOS Approach for the Evaluation of E-Service Quality in the Airline Industry." Decision Making: Applications in Management and Engineering 4, no. 1 (2021): 127–52. http://dx.doi.org/10.31181/dmame2104127b.

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Airlines today use e-services extensively for marketing activities and the distribution of services. Monitoring and evaluating e-service quality are essential for customers’ satisfaction and thus the success of airlines. This study aims to evaluate e-service quality in the airline industry from the point of view of the consumers. To achieve this, an integrated Fuzzy Analytical Hierarchy Process (F-AHP) and Fuzzy Measurement Alternatives and Ranking according to Compromise Solution (F-MARCOS) approach was proposed to handle the uncertain and imprecise nature of e-service evaluation. In the firs

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Ravishankar, Balakrishnan, and Prabu B. Christopher. "Examining the Impact of Service Quality on Repurchase Intent: A Study of Foreign International Airlines." Revista de Gestão Social e Ambiental 18, no. 6 (2024): e05720. http://dx.doi.org/10.24857/rgsa.v18n6-015.

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Objective: The primary objective of the study is to ascertain whether airline passengers will opt for future trips with the same airline, based on the correlations among service quality (SQ), brand image (BI), and customer satisfaction (CS).  Theoretical framework: The aviation sector is the most volatile due to strict regulations, high operating costs, and uncertain economic conditions. Amidst these challenges, meeting quality standards becomes imperative to sustain services and retain customers, which has increased the importance of SQ in the aviation industry. Therefore, this st

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