When Satisfaction Takes Flight: Unraveling the Impact of Passenger Satisfaction on Passenger Loyalty with the moderating role of Price Sensitivity in Airline Industry

Abstract

The airline industry is highly competitive, and airlines need to provide high-quality services to attract and retain customers. This study examines how airline service quality, safety regulations, airline safety and empathy affect consumer satisfaction and how price sensitivity moderates this effect. Airlines must deliver high-quality services to attract and keep customers in a competitive industry. Moreover, how price sensitivity moderates the relationship between service quality and passenger satisfaction. The results indicate that airline service quality, safety requirements, safety, and empathy affect customer satisfaction. Airline service quality, safety regulations, empathy are the most essential factors affecting passenger satisfaction. Price sensitivity moderates the relationship between passenger satisfaction and passenger loyalty, price-sensitive passengers more likely to switch airlines if they are dissatisfied. The study emphasizes the necessity of high-quality services to improve passenger satisfaction for airlines. To satisfy customers, airlines must prioritize safety, Empathy, ticket pricing, and service quality. Airlines must also recognize price sensitivity's moderating influence and develop strategies to serve price-sensitive passengers. This study adds to the literature by examining how airline service quality, safety regulations, empathy, and price sensitivity affect passenger satisfaction. In a competitive industry, airlines must focus on different service aspects to improve passenger satisfaction and passenger loyalty.