Drivers and outcomes of airline passenger satisfaction: A Meta-analysis

Abstract

In the competitive environment of air transport management, airline passenger satisfaction is critical to customer loyalty, operational feedback, financial performance, and regulatory compliance and rankings. Research on airline passenger satisfaction has evolved and matured, shaped by industry dynamics and passenger expectations. However, only some studies have systematically assessed the key drivers and outcomes of airline passenger satisfaction. Consequently, this research provides a meta-analysis of the relationships between the critical drivers of passenger satisfaction and attitudinal and behavioural outcomes within the airline industry. A meta-analysis of 95 empirical studies revealed that perceived service quality and perceived value positively impact passenger satisfaction, with varying effect sizes. Passenger satisfaction had a significant direct and indirect effect on various behavioural intentions and on the willingness to recommend an airline, with gender moderating the relationship between perceived value and satisfaction. Among the perceived service quality dimensions, in-flight service had the greatest effect and was critical to passenger satisfaction. A conceptual model containing mechanisms to achieve affirmative behavioural responses through passenger satisfaction is provided for airline practitioners to formulate long-term success.