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

Author

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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

    as
    1. Chen, Fang-Yuan & Chang, Yu-Hern, 2005. "Examining airline service quality from a process perspective," Journal of Air Transport Management, Elsevier, vol. 11(2), pages 79-87.
    2. Liou, James J.H. & Tzeng, Gwo-Hshiung, 2007. "A non-additive model for evaluating airline service quality," Journal of Air Transport Management, Elsevier, vol. 13(3), pages 131-138.
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    Citations

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    Cited by:

    1. Chongho Lee & Myungsook An & Yonghwi Noh, 2015. "The effects of emotional display rules on flight attendants’ emotional labor strategy, job burnout and performance," Service Business, Springer;Pan-Pacific Business Association, vol. 9(3), pages 409-425, September.
    2. Sang Lee & Taewan Kim & Yonghwi Noh & Byungku Lee, 2010. "Success factors of platform leadership in web 2.0 service business," Service Business, Springer;Pan-Pacific Business Association, vol. 4(2), pages 89-103, June.
    3. Le Hau & Pham Thuy, 2012. "Impact of service personal values on service value and customer loyalty: a cross-service industry study," Service Business, Springer;Pan-Pacific Business Association, vol. 6(2), pages 137-155, June.
    4. Myungsook An & Chongho Lee & Yonghwi Noh, 2010. "Risk factors at the travel destination: their impact on air travel satisfaction and repurchase intention," Service Business, Springer;Pan-Pacific Business Association, vol. 4(2), pages 155-166, June.
    5. Lai-Yu Cheng & Chih-Wei Yang, 2013. "Conceptual analysis and implementation of an integrated CRM system for service providers," Service Business, Springer;Pan-Pacific Business Association, vol. 7(2), pages 307-328, June.
    6. Messner, Wolfgang, 2016. "The impact of an aircraft's service environment on perceptions of in-flight food quality," Journal of Air Transport Management, Elsevier, vol. 53(C), pages 123-130.
    7. Hussain, Rahim & Al Nasser, Amjad & Hussain, Yomna K., 2015. "Service quality and customer satisfaction of a UAE-based airline: An empirical investigation," Journal of Air Transport Management, Elsevier, vol. 42(C), pages 167-175.
    8. repec:eee:jaitra:v:63:y:2017:i:c:p:45-60 is not listed on IDEAS
    9. Kurtulmuşoğlu, Feride Bahar & Can, Gülin Feryal & Tolon, Metehan, 2016. "A voice in the skies: Listening to airline passenger preferences," Journal of Air Transport Management, Elsevier, vol. 57(C), pages 130-137.
    10. Hu, Kai-Chieh & Hsiao, Man-Wei, 2016. "Quality risk assessment model for airline services concerning Taiwanese airlines," Journal of Air Transport Management, Elsevier, vol. 53(C), pages 177-185.
    11. repec:spr:svcbiz:v:12:y:2018:i:1:d:10.1007_s11628-017-0340-y is not listed on IDEAS
    12. Halil Nadiri, 2011. "Customers’ zone of tolerance for retail stores," Service Business, Springer;Pan-Pacific Business Association, vol. 5(2), pages 113-137, June.
    13. Li, Wenhua & Yu, Suihuai & Pei, Huining & Zhao, Chuan & Tian, Baozhen, 2017. "A hybrid approach based on fuzzy AHP and 2-tuple fuzzy linguistic method for evaluation in-flight service quality," Journal of Air Transport Management, Elsevier, vol. 60(C), pages 49-64.
    14. Santiago Forgas-Coll & Ramon Palau-Saumell & Javier Sánchez-García & Juan Fandos-Roig, 2013. "Airline website loyalty formation and the moderating effects of gender and education," Service Business, Springer;Pan-Pacific Business Association, vol. 7(2), pages 255-274, June.
    15. Taegoo Kim & Soyon Paek & Chang Choi & Gyehee Lee, 2012. "Frontline service employees’ customer-related social stressors, emotional exhaustion, and service recovery performance: customer orientation as a moderator," Service Business, Springer;Pan-Pacific Business Association, vol. 6(4), pages 503-526, December.
    16. Stefan Meinzer & Johann Prenninger & Patrick Vesel & Johannes Kornhuber & Judith Volmer & Joachim Hornegger & Björn M. Eskofier, 2016. "Translating satisfaction determination from health care to the automotive industry," Service Business, Springer;Pan-Pacific Business Association, vol. 10(4), pages 651-685, December.

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