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The Role of Service Quality in Ensuring Customer Satisfaction in the Airline Industry

Author

Listed:
  • Cosmina Laura RaÈ›

    (“Babes-Bolyai†University of Cluj-Napoca, Romania)

  • Maria Metz

    (“Babes-Bolyai†University of Cluj-Napoca, Romania)

  • Cristina Toadere

    (“Babes-Bolyai†University of Cluj-Napoca, Romania)

Abstract

Globalisation and intense market competition have affected the business environment of the 21st century. The changes have mainly occurred at the customer level, where expectations in terms of service quality have increased, whilst customer loyalty has not reached the same level of expectation. This change has also been felt in the passenger air transport industry, with passenger airlines increasing their efforts to identify and implement new ways of improving the quality of services they provide to customers. However, air transport, be it cargo or passenger, faces considerable challenges arising from the increasingly dynamic and uncertain environment in which it operates. This paper is part of an empirical study aimed at developing a model for measuring and analysing the quality of air passenger services in order to improve the quality of customer service. This paper therefore aims to present some important aspects of the influence of quality on customer satisfaction in a major international airline.

Suggested Citation

  • Cosmina Laura RaÈ› & Maria Metz & Cristina Toadere, 2022. "The Role of Service Quality in Ensuring Customer Satisfaction in the Airline Industry," Ovidius University Annals, Economic Sciences Series, Ovidius University of Constantza, Faculty of Economic Sciences, vol. 0(1), pages 708-715, September.
    • Handle: RePEc:ovi:oviste:v:xxii:y:2022:i:1:p:708-715
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    References listed on IDEAS

    as
    1. Liou, James J.H. & Yen, Leon & Tzeng, Gwo-Hshiung, 2008. "Building an effective safety management system for airlines," Journal of Air Transport Management, Elsevier, vol. 14(1), pages 20-26.
    2. Pacheco, Ricardo Rodrigues & Fernandes, Elton & Domingos, Eduardo Marques, 2014. "Airport airside safety index," Journal of Air Transport Management, Elsevier, vol. 34(C), pages 86-92.
    Full references (including those not matched with items on IDEAS)

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    More about this item

    Keywords

    air transport industry; customer satisfaction; customer loyalty; service quality;
    All these keywords.

    JEL classification:

    • M10 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - General
    • M12 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - Personnel Management; Executives; Executive Compensation
    • M16 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - International Business Administration
    • M19 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - Other

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