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Airline customer satisfaction and loyalty: impact of in-flight service quality

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  • Myungsook An
  • Yonghwi Noh

Abstract

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. Copyright Springer-Verlag 2009

Suggested Citation

  • Myungsook An & Yonghwi Noh, 2009. "Airline customer satisfaction and loyalty: impact of in-flight service quality," Service Business, Springer;Pan-Pacific Business Association, vol. 3(3), pages 293-307, September.
    • Handle: RePEc:spr:svcbiz:v:3:y:2009:i:3:p:293-307
    DOI: 10.1007/s11628-009-0068-4
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    References listed on IDEAS

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