The Impact of Service Quality on Customer Satisfaction in Aviation

Abstract

In today's competitive sectors, many organizations’ place a high value on their customers' happiness and the quality of their service. The airline industry, already fiercely competitive, has become much more so with the emergence of low-cost carriers that provide lower prices but lower quality service (LCCs). Academics and marketers have a dilemma in determining the quality of a service. This problem has been addressed with the creation of the satisfaction scale. Ideally, we'd want to find out which of these aspects has the largest influence on customer satisfaction when it comes to the relationship between it and the qualities of the service provided. This is followed by an investigation of the discrepancies in how passengers view the quality of airline customer care. 

Literature research findings on customer happiness and service quality, as well as differences in airline types are analyzed. The study's hypotheses were based on these foundations. 

Only a handful of the customer satisfaction metrics are reliable, so we looked at the others separately. Customer satisfaction has a huge impact on the airline industry's service quality, with the quality of the crew having the most critical effect. Low-cost airlines and full-service airlines have vastly different perspectives of what constitutes high-quality service