Abstract
There has been a drastic increase in the number of people using air as a transport model across the world. Globalization has triggered rapid increase in the international travel which is offered by various airlines which has resulted to competition. This implies that customer satisfaction is key. The research aimed at establishing customer satisfaction in the aviation industry. Data from cross-sectional data from different airlines. The data is obtained from a Brazilian public dataset. The data has been analyzed using SPSS Software regression analysis, descriptive analysis, extraction method, and using ANOVA. According to the analysis, Age, departure delay, departure and arrival time convenience, ease of online booking, check-in service, online boarding, seat comfort, cleanliness, food and drinks, Inflight WIFI Service, Inflight entertainment, and baggage handling have a positive R which is an indication that they have a positive relationship with the rating.
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