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Evaluation of passenger satisfaction with service quality: A consecutive method applied to the airline industry

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  • Tahanisaz, Sahar
  • shokuhyar, Sajjad

Abstract

Passengers' dissatisfaction with service quality is one of the crucial factors affecting the market share loss of airlines. This study aims to find out how airlines become capable of satisfying their passengers by considering the diversity of pre-purchase expectations. Therefore, the study proposes a novel model for clustering air passengers to identify passengers with similar expectations. Thus, the passengers' expectations of the service quality attributes in each cluster were measured and converted into quantitative degrees of customer satisfaction by applying the Kano model. Finally, Importance-Satisfaction Analysis (ISA) was employed to finding that which service quality indicators fall into the “Keep up the proper work†,†Concentrate here†,†Possible overkill†, and “Low priority†category for eliciting applicable marketing strategies.

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  • Tahanisaz, Sahar & shokuhyar, Sajjad, 2020. "Evaluation of passenger satisfaction with service quality: A consecutive method applied to the airline industry," Journal of Air Transport Management, Elsevier, vol. 83(C).
    • Handle: RePEc:eee:jaitra:v:83:y:2020:i:c:s0969699719302595
    DOI: 10.1016/j.jairtraman.2020.101764
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    15. Antwi, Collins Opoku & Fan, Chong-jun & Ihnatushchenko, Nataliia & Aboagye, Michael Osei & Xu, Hangyu, 2020. "Does the nature of airport terminal service activities matter? Processing and non-processing service quality, passenger affective image and satisfaction," Journal of Air Transport Management, Elsevier, vol. 89(C).
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    17. Chandra Mahapatra, Subas & Bellamkonda, Raja Shekhar, 2023. "Higher expectations of passengers do really sense: Development and validation a multiple scale-FliQual for air transport service quality," Journal of Retailing and Consumer Services, Elsevier, vol. 70(C).
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