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Satisfaction with airline service quality: familiarity breeds contempt

Author

Listed:
  • Tamilla Curtis
  • Dawna L. Rhoades
  • Blaise P. Waguespack Jr.

Abstract

The objective of this study is to investigate frequency-of-flight issues and the differences between frequent and non-frequent flyers' levels of satisfaction and the importance attributed to overall airline service quality and select attributes. The results indicate that the level of satisfaction with overall airline quality and select attributes decrease the more passengers fly. Conversely, the level of importance attributed to airline amenities increased with flight frequency. Perceptions of airline quality may vary between different nationalities and different socioeconomic groups. Differences between the short- and long-haul flights, as well as domestic and international services could also exist. Airline managers need to foster loyalty by improving passengers' airline experience. This could be achieved by differentiating airline services to the segmented groups of passengers. However, a number of airlines suffer from a business culture where fuel and labour costs are more important than customer satisfaction.

Suggested Citation

  • Tamilla Curtis & Dawna L. Rhoades & Blaise P. Waguespack Jr., 2012. "Satisfaction with airline service quality: familiarity breeds contempt," International Journal of Aviation Management, Inderscience Enterprises Ltd, vol. 1(4), pages 242-256.
    • Handle: RePEc:ids:ijavim:v:1:y:2012:i:4:p:242-256
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    Citations

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    Cited by:

    1. Atalay, Kumru Didem & Atalay, Buket & Isin, Feride Bahar, 2019. "FIPIA with information entropy: A new hybrid method to assess airline service quality," Journal of Air Transport Management, Elsevier, vol. 76(C), pages 67-77.
    2. Patricia Lippitt & Nadine Itani & John F. O’Connell & David Warnock-Smith & Marina Efthymiou, 2023. "Investigating Airline Service Quality from a Business Traveller Perspective through the Integration of the Kano Model and Importance–Satisfaction Analysis," Sustainability, MDPI, vol. 15(8), pages 1-18, April.
    3. Bakır Mahmut & Akan Şahap & Durmaz Emrah, 2019. "Exploring service quality of low-cost airlines in Europe: An integrated MCDM approach," Economics and Business Review, Sciendo, vol. 5(2), pages 109-130, June.
    4. Harith Yas Khudhair & Ahmad Jusoh & Abbas Mardani & Khalil Md Nor & Dalia Streimikiene, 2019. "Review of Scoping Studies on Service Quality, Customer Satisfaction and Customer Loyalty in the Airline Industry," Contemporary Economics, University of Economics and Human Sciences in Warsaw., vol. 13(4), December.
    5. Harith Yas Khudhair & Ahmad Jusoh & Abbas Mardani & Khalil Md. Nor, 2019. "Quality Seekers as Moderating Effects between Service Quality and Customer Satisfaction in Airline Industry," International Review of Management and Marketing, Econjournals, vol. 9(4), pages 74-79.

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