Abstract
This study seeks to explore the link between the attributes of airline service quality and overall satisfaction. While previous research has suggested a direct connection, this work proposes that attribute quality can have varying effects on satisfaction or dissatisfaction. The analysis involved consumer data from online reviews and aligns with Herzberg, Mausner, and Snyderman’s two-factor theory. It found that certain service attributes such as cleanliness, food and beverages, and in-flight entertainment impact positive ratings as satisfying factors. On the other hand, customer service and check-in/boarding affect negative ratings as dissatisfying factors. Additionally, the study also considered individual features and types of airline products to enhance understanding of these relationships within the airline industry marketplace.
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