Passenger perception on airline service quality

Abstract

Air transport industry is classified under intangible service industries and it is growing service industry within the globe. Airline passengers are highly sensitive towards the cost as well as the service quality offered by the airline. Customer satisfaction has been a subject of great interest to every service oriented organization. Airline can recognize their competitive position by understanding passenger perceptions of various insights. Therefore it is important to know about all quality related aspects in airline industry. In this research, passenger perceptions of airline choice factors and buying behavior for different segments of air passengers are explored. Three factors were identified as influence factors for airline service quality namely airline quality, aircraft quality and cabin crew quality.