An analytical study on Opinions of the sample passengers of Iraqi airways

Abstract

The purpose of the study: Being one of the oldest airlines in the Middle East region, Iraqi Airways serves its customers with both domestic and regional travel flight services. This study aims to investigate the extent of satisfaction derived by the passengers of Iraqi Airways. Methodology: A survey was conducted with 300 customers who were using Iraqi Airways from Iraq. Thus, the passengers who used Iraqi Airways were contacted through travel agents. A self-administered questionnaire was sent to 300 customers using Google Forms, out of which 223 were filled in and returned by respondents. The descriptive-analytical method of analysis for this study took the dimension of examining the passengers’ satisfaction towards Iraqi Airways based on the in-flight service variables namely: Crew Friendliness, Food and beverage, Cabin cleanliness, Seat comfort, Digital Entertainment, Toilet comfort, Child care, using SPSS VERSION 11 Results: The findings of the study state that the level of satisfaction from in-flight services is not up to the mark and especially passengers are not happy with crew friendliness, seat and toilet comfort. So they are not ready to recommend others to fly in Iraqi Airways, rather do they care about using the airlines again? Also, the awareness of customers towards the promotion programs and advertisements of Iraqi Airways is very low. Conclusion and recommendation: Since the influence of in-flight services is considerably strong the airlines have to focus their efforts on bringing the satisfaction of passengers up-to the expected level rather than directly shifting to the fleet and route expansion.