Evaluation of aircraft cabin comfort: Contributing factors, dissatisfaction indicators, and degrees of influence

Abstract

Aircraft comfort, especially cabin comfort, is considered an urgent matter to consider when choosing an airline. This study utilizes a questionnaire method to develop an assessment that identifies dissatisfaction indicators of cabin comfort and determines the dissatisfaction value by using the assessment model processing. This research aims at observing the airline passengers before and during the COVID-19 pandemic. The factors used in this study consist of 36 indicators, which are then selected into six factors adjusted to the identified conditions. The indicators are sorted into three levels of significantly affect comfort, generally affect comfort, and slightly affect comfort. The respondents are satisfied with the physical environment, seat, service, and personal IFE indicators; meanwhile, the respondents are not satisfied with the cabin interface and food and beverage. This tier division is essential in clarifying which indicators become the priority for improvement. The findings of this study could help establish strategies to improve cabin comfort on board by companies.