In-flight Service Quality Research Articles

COVID-19 Risk perception Impact on Travel Motivation, In-Flight Service Quality and Customer Satisfaction

COVID-19 Risk perception Impact on Travel Motivation, In-Flight Service Quality and Customer Satisfaction

항공사 고객의 웰니스인식이 기내서비스품질 및 고객시민행동에 미치는 영향: 잠재적 관광욕구의 조절효과

The purpose of this study was to investigate the relationship between in-flight service quality and customer citizenship behavior and the moderating effect of potential tourism needs. The survey respondents conducted 328 people who experienced in-flight services on international routes of domestic and foreign airlines for two years until October 2022 to collect data. SPSS26.0 and AMOS22.0 were used as analysis methods. As a result of the analysis, first, it was found that wellness perception had a significant positive (+) effect on physical and human services of in-flight service quality. Second, both physical and human services of in-flight service quality were found to have a significant positive (+) effect on customer citizenship behavior. Third, in the relationship between in-flight service quality and customer citizenship behavior, wellness perception was found to have no moderating effect on the desire for travel. As the importance of wellness awareness increases after COVID-19, this study suggested academic and practical implications that help the aviation field by presenting the introduction and direction of in-flight wellness programs as an in-flight service marketing strategy.

The Influence of Pre-Flight Service Quality, in-Flight Service Quality, Post-Flight Service Quality, Passenger Satisfaction, and Repeat Purchase

This study examined the effects of passenger satisfaction, pre-flight, in-flight, and post-flight service quality on the intention of returning to Davao International Airport. A non-probability purposive sampling technique and online survey questionnaires were utilized to gather data for the study, which employed a quantitative research methodology. There were 391 respondents in the sample; most were female and between the ages of 28 and 37. A correlation matrix and linear regression were used to evaluate the data. The study's results demonstrated that the quality of the pre-and-in-flight services significantly predicted the intention to make repeat purchases. However, the service quality and passenger satisfaction of post-flight services were found to have no significant impact on the intent to make repeat purchases.

Key drivers of brand trust in a Latin American airline: the impact of Colombia’s Avianca customer experience

Trust in a company's brand is essential for businesses that rely on repeat business from customers. In light of this, this study aims to investigate the key factors that drive customer trust in airline brands within the Latin American context. In order to accomplish this goal, an augmented version of AIRQUAL was utilized to evaluate Colombian native customers' perceptions of the customer experience (CX) provided by Avianca, a well-known and highly regarded airline active in Latin America. AIRQUAL is a model used to evaluate the quality of airline service proposed by Nadiri et al. (2008). It consists of five dimensions: airline tangibles, terminal tangibles, personnel services, empathy, and image. These dimensions were expanded to capture additional touchpoints identified in the literature. They represent internal and external touchpoints that make up the airline customer experience, resulting in a more robust research model. The additional dimensions, namely the impact of perceptions associated with other customers and the process of the purchase experience, were incorporated to account for a more holistic assessment of the experience provided. They also help capture the three stages of the experience provided by the airline as proposed by Namukasa (2013) before, during, and after the flight. The examined drivers of brand trust in the proposed model were the dimensions of the augmented AIRQUAL model and a measure of CX. Results indicate that while most dimensions impact brand trust, CX was identified as the key driver of brand trust and acted as a mediator of the dimensions of the augmented AIRQUAL and brand trust. According to the findings of this research, all three aspects of service quality—pre-flight service quality, in-flight service quality, and post-flight service quality—are of comparable significance and have a significant bearing on how customers evaluate their experiences.

Analysis of The Influence of Pre-Flight Service Quality, In-flight Service Quality, Post-Flight Service Quality, and Covid-19 Protocol Service Quality Towards Passenger Satisfaction and Passenger Loyalty of Lion Air Passenger in Medan

This study aims to determine whether Lion Air's service quality including pre-flight, in-flight, post-flight and covid-19 protocol service quality affect passenger satisfaction and loyalty of Lion Air passengers in Medan. This study uses a quantitative (causal) research method with data obtained from distributing questionnaires through the snowball sampling technique (nonprobability sampling method) and will be processed using SEM (Structural Equation Modeling) utilizing AMOS version 22.0 software. This research is conducted on 125 respondents with male and female characteristics, ranging from 18-60 by age, domiciled in Medan, and had at least 1 x domestic trip using Lion Air baggage facilities within the last 2 years. The results of the analysis of the Structural Equation Model (SEM) using AMOS version 22.0 software show that the variable pre-flight service quality has an insignificant relationship to passenger satisfaction, in-flight service quality has a significant relationship to passenger satisfaction, post-flight service quality has a significant relationship to passenger satisfaction, covid-19 protocol service quality has a significant relationship to passenger satisfaction, pre-flight service quality has a significant relationship to passenger loyalty, inflight service quality has a significant relationship to passenger loyalty, post -flight service quality has a significant relationship to passenger loyalty, covid-19 protocol service quality has an insignificant relationship to passenger loyalty, and passenger satisfaction has a significant relationship to passenger loyalty

Analysis of The Influence of Pre-Flight Service Quality, In-flight Service Quality, Post-Flight Service Quality, and Covid-19 Protocol Service Quality Towards Passenger Satisfaction and Passenger Loyalty of Lion Air Passenger in Medan

Analysis of The Influence of Pre-Flight Service Quality, In-flight Service Quality, Post-Flight Service Quality, and Covid-19 Protocol Service Quality Towards Passenger Satisfaction and Passenger Loyalty of Lion Air Passenger in Medan

Assessment of Factors Determining Airline Consumer Loyalty: Case Study in Lithuania

The aviation sector is constantly expanding and it is strongly influenced by external factors, which gives rise to significant competition between airlines. One of the most effective ways for an airline to gain a competitive advantage is to keep its customers as loyal users of the provided services, able to provide airlines with a stable revenue for the services they sell. The purpose of this paper was to identify the factors that have the greatest impact on airline passengers’ loyalty. This study analyzed the data from passengers of two classes: prestige (business) and economy. Prestige (business) passengers pay more attention to service quality (beverage and food selection, service and quality, especially accessibility, etc.), privacy, individual attention, and airline reliability, while economy class passengers focus on price and basic perception of service quality. Data were collected from 409 passengers who travelled from Lithuania airports (Vilnius, Kaunas, Palanga) to other countries. The results suggest that there are different factors of in-flight service quality that are important according to the customer seat class. The results indicate that 71% of passenger loyalty is explained by image and image is explained by satisfaction. In addition, service quality and price are found to have positive effects on satisfaction. Compared with price, service quality is found to be a stronger determinant of satisfaction.

Discovering the potential impact of in-flight smart amenities on traveler experience: Focal roles of in-flight service quality and airline endorsement

Discovering the potential impact of in-flight smart amenities on traveler experience: Focal roles of in-flight service quality and airline endorsement

A hybrid approach based on rough-AHP for evaluation in-flight service quality

A hybrid approach based on rough-AHP for evaluation in-flight service quality

항공기 탑승 전 · 후 서비스품질에 대한 지각과 체험요인이 만족 및 구매의도에 미치는 영향 : 체험경제이론 활용

본 연구는 항공산업에서 체험경제이론을 적용하여 진행하였다. 본 연구의 주 목표는 탑승 전 · 후 서비스품질에 대한 지각과 체험이 만족 및 구매의도에 미치는 영향관계를 알아보는 것이다. 본 연구의 유효표본수는 227개이고, 주 구성개념은 탑승 전 · 후 서비스품질에 대한 지각, 체험, 만족, 그리고 구매의도이다. 연구의 결과는 탑승 후 서비스품질에 대한 지각은 4개의 체험요소(엔터테인먼트, 교육, 현실도피, 미적 체험) 모두에 유의하게 영향을 미쳤으나 탑승 전 서비스품질에 대한 지각은 현실도피 체험 및 미적 체험에만 유의하게 영향을 미쳤으며, 만족에는 교육 체험을 제외한 3개의 체험요소(엔터테인먼트, 현실도피, 미적 체험) 가 유의하게 영향을 미쳤다. 그리고 만족은 구매의도에 유의한 선행요인이었다. 본 연구를 통해서 항공사 경쟁력 향상을 위하여 기내 체험 프로그램은 중요하기에 기내 체험프로그램은 체험에 대한 충분한 이해를 통하여 개발 및 활용되어져야 할 것이다.

The influence of brand experience and service quality on customer engagement

The study draws upon an existing conceptual model of customer engagement and examines how customer and firm based factors are related to customer engagement with a focus on the airline industry. Customer-based factors included in this study are brand experience and brand love; whereas firm-based factors are inflight service quality. The data were collected in one of European airports. The results show that customer-based factors are significantly related to customer engagement. In particular brand experience exerts significant direct and indirect effects on customer engagement. Whilst it does enhance passengers' brand experience, particularly the service by flight attendants, inflight service quality has a minimal effect on customer engagement. The implications of the findings are offered for researchers and practitioners to conclude the paper.

The Role of In-Flight Service Quality on Value for Money in Business Class: A Logit Model on the Airline Industry

The main purpose of this study was to investigate the effect of in-flight service quality on value for money for business passengers in airlines. In this study, in-flight service quality included four dimensions—seat comfort, staff service, food and beverages, and in-flight entertainment—while value for money was used as a dichotomous variable. In the study, 1096 business passenger reviews were employed through secondary data. Logistic regression analysis was used to investigate the relationships between the variables and finally the success of classification was tested by the ROC (Receiver Operating Characteristics) curve. As a result, the findings indicate that the proposed logit model sufficiently explains the relationship between in-flight service quality and value for money in business passengers. Moreover, the study provides a deep understanding of how passengers perceive in-flight service quality in business class. The study also reveals that seat comfort has the highest impact on value for money.

기내 서비스 품질 관리의 중요성과 필요성 : 항공사 일등석을 중심으로

기내 서비스 품질 관리의 중요성과 필요성 : 항공사 일등석을 중심으로

기내 서비스 품질 관리의 중요성과 필요성 : 항공사 일등석을 중심으로

서비스 품질은 고객 만족에 영향을 미치는 가장 중요한 요소로 다양한 분야에서 서비스 품질 향상을 위한 방안을 찾기 위한 많은 연구가 진행되어지고 있다. 항공산업에서 서비스 품질의 중요성도 예외는 아니다. 기내 서비스 품질은 승객의 전반적인 만족도를 평가하는 데 매우 중요하다. 따라서 본 연구는 기내 서비스 품질 관리의 중요성과 필요성을 입증하기 위해 다음과 같은 두개의 연구 목적을 가진다. 첫째, 본 연구는 네 가지의 기내 서비스 품질요인인 기내식 서비스, 물리적 환경, 승무원 서비스 수행, 오락서비스가 브랜드 충성도에 미치는 영향에 대해 조사하였다. 둘째, 본 연구는 인구통계학적 특성에 기초하여 기내 서비스 품질의 차이를 탐색하였다. 미국의 온라인 설문 조사 회사를 통해 202명의 일등석 승객을 대상으로 데이터를 수집하였다. 구조방정식 모델분석 결과에 따르면, 기내식 서비스, 물리적 환경, 승무원 서비스 수행과 같은 기내 서비스 품질의 세 가지 하위 항목이 브랜드 충성도에 긍정적인 영향을 미치는 것으로 나타났다. 또한, t-test와 one-way ANOVA 분석의 결과, 성별, 연령, 교육 수준, 결혼 상태, 소득 수준 및 직업에 따라 기내 서비스 품질에 부분적으로 통계적인 차이가 있음이 입증되었다. 본 연구의 통계 결과는 중요한 이론적 및 실무적 시사점을 가지고 있다.

Inflight Service Quality of Malaysia Airlines: Validation Using SEM and AMOS

This study analysed Malaysia Airlines’ inflight service quality (IFSQUAL) from the perception of passenger satisfaction because it was important to know passenger’s quality perception regarding the airline’s quality improvement. A total of 2,000 complete questionnaires were successfully compiled to build a sampling frame, and a total of 282 questionnaires were selected using a simple random sampling technique, which was one of the probability sampling methods. The data were analysed using the IBM-SPSS Amos 23.0 software. The latent construct measurement model had been validated through the Confirmatory Factor Analysis (CFA) procedure, and developed 30-item scale based on 4 distinct dimensions: Personal Attributes, Flight Safety, Inflight Service, and Passenger Satisfaction. The finding of Structural Equation Modelling (SEM) showed that approximately 93% of the variance in Passenger Satisfaction was accounted for with the predictors (R2=0.930). The direct and indirect (mediation) hypothesis testing had been verified with bootstrapping with 1000 samples, and 95% confidence level. Results revealed; five hypotheses were significant on the direct effect, and two mediation effects were not significant. We were able to identify the gap of this study; inflight service quality was not a ‘quick-fix’, and thus had to be approached from a long-term perspective.

A Study on Service Quality and Passenger Satisfaction on Indian Airlines

This study examines the underlying forces of service quality influences on passengers’ satisfaction in aircraft transport. The study examines which dimensions have a positive influence on service quality and which dimensions have the most and least important impact on service quality in international air travel, as perceived by airline passengers. The findings of this study are based on the analysis of sample respondents. This study analyzed the data from passengers of three classes, economy, business and premium. The results suggest that there are different factors of in-flight service quality that are important according to the customer seat class. The dimensionality of perceived service quality in international air travel was explored and three dimensions were identified. These dimensions include in-flight service, in-flight digital service and back-office operations. The findings reveal that these three dimensions are positively related to perceive service quality in international air travel and of these dimensions, Cuisines provided, seat comfort safety are the most important dimension in in-flight service quality. Personal entertainment is the most important dimension as perceived by airline passengers in In-flight digital service quality. Online ticket booking is another dimension in back-office operations. In addition, the findings indicate that passengers’ satisfaction on different airline companies on basis of the services delivered.

An investigation of in flight service quality of Chinese carriers in Australia-China market

Provision of high quality service in a competitive environment is a core competitive advantage for airline's profitability and sustainable growth. The purpose of this paper is to investigate the in-light service quality of major Chinese airlines including Air China, China Southern Airlines, China Eastern Airlines, and Sichuan Airlines operating between Australia and China. Surveys were distributed to passengers at Melbourne airport. The results show that there are no significant differences between the in-flight service quality of these four carriers. Lower air fare remains the most significant factor influencing passengers' airline preferences. The findings suggest that airlines should consider improving service quality to gain competitive advantages rather than providing cheaper air tickets.

A hybrid approach based on fuzzy AHP and 2-tuple fuzzy linguistic method for evaluation in-flight service quality

The in-flight service is one of the most important parts in the whole air travel service process. In order to better understand the passengers' preference and obtain their perception for service quality, the paper proposed a hybrid approach based on fuzzy AHP and 2-tuple fuzzy linguistic method to evaluate in-flight service quality. This study is comprised of three stages. In the first stage, the modified version of SERVQUAL instrument was used and a hierarchy of the evaluation index system for in-flight service quality was constructed. In the second stage we use fuzzy AHP to analyze the structure of the in-flight service evaluation problem. Using linguistic variables, pairwise comparisons for evaluation criteria and sub-criteria are made to determine the weights of criteria and sub-criteria. In the third stage, the ratings of sub-criteria are assessed in linguistic values to express the qualitative evaluation of passengers' subjective opinions, and then the linguistic values are transformed into 2-tuples and the 2-tuple linguistic arithmetic mean operator is utilized to obtain the average ratings of 100 respondents. Using the 2-tuple linguistic weighted average operator to compute the aggregated ratings of criteria and the overall in-flight service quality of alternatives. Finally, we demonstrated the validity and feasibility of the proposed approach by conducting an application study of the comprehensive performance of three airlines' in-flight service quality in China.

Influencing relationship of in-flight service quality of low-cost airlines on customer satisfaction and recommendation intention

본 연구의 목적은 현재 항공시장에서 저비용항공사가 빠른 성장을 보이고 있으며 항공사 간의 경쟁이 심화되는 상황에서 고객이 가장 오랜 시간 직접적으로 서비스를 받는 기내 서비스품질이 고객만족과 추천의도에 미치는 영향을 알아보고 국내선/국제선 노선에 따른 영향 관계 및 영향력의 차이를 알아보고자 하였다. 저비용항공사를 한 번 이상 이용한 경험이 있는 내국인을 대상으로 국내선 이용객 210명, 국제선 이용객 210명을 나누어 총 420의 설문지를 배포하였다. 설문지는 총 380부가 회수되었으며 그중 불성실하게 응답한 16부를 제외하고 364부를 최종 유효 표본으로 확정하였다. 분석 결과, 기내 서비스품질은 고객만족에 긍정적인 영향을 미치는 것으로 나타났으며, 추천의도에는 부분적으로 영향을 미치는 것으로 나타났다. 또한, 고객만족이 높아질수록 추천의도에 긍정적인 영향을 미치는 것으로 나타났다. 국내선과 국제선을 이용한 탑승객의 서비스품질이 고객만족과 추천의도에 미치는 영향관계는 국내선의 경우 기내 서비스품질이 고객만족에 긍정적인 영향을 미쳤으며, 추천의도에 부분적으로 영향을 미쳤다. 국제선의 경우 서비스품질이 고객만족과 추천의도에 부분적으로 영향을 미쳤으며, 국내선/국제선 모두 고객만족이 높아질수록 추천의도에 긍정적인 영향을 미치는 것으로 나타났다. 이러한 연구결과를 바탕으로 저비용항공사를 이용하는 탑승객의 욕구를 파악하여 기내 서비스품질을 향상시키고 항공사의 경쟁력을 높이는데 성공적인 전략을 도입할 수 있는 유용한 자료가 될 것으로 판단한다.

Effect of the In-Flight Meal Service Quality on the Customer Value and Loyalty

Background/Objectives: The purpose of this study was to examine the relationship among in-flight meal service quality, customer value and loyalty. To accomplish this, a questionnaire was developed based on previous studies. Methods/ Statistical analysis: A convenience sample of 400 respondents was surveyed and a total of 368 usable questionnaires were analyzed. SPSS 21.0 was used as statistical tool for data analysis. Descriptive analysis was conducted to examine the demographic characteristics of the participants. And to test the constructive validation of the instrument for evaluation, factor analysis was carried out. And multiple regression analysis was performed to know the impact among variables. Findings: The average of in-flight meal service quality score was 3.27/5.00 and in-flight meal service quality was highest with service factor of 3.30, followed by sanitation factor with 3.27 and food factor with 3.25. Meanwhile, the average of customer value score was 3.14 and loyalty was 3.28 respectively. Furthermore, there was a significantly positive correlation among food, service, sanitation, customer value and loyalty (**p<0.01, *p<0.05). Specifically, service factor and the sanitation factor (p <0.01) showed a significant high correlation (p2=0.41, p<0.001). Furthermore, influences of in-flight service quality on loyalty showed significantly positive effects in food (β=0.160, p<0.01), service (β=0.315, p<0.001) and sanitation (β=0.385, p<0.001) factors. Regarding the degrees of influences on customer value and loyalty, sanitation showed the highest effects. Application/Improvements: It is necessary for an airline to continuously understand customers’ needs for supplementary services and hygienic management for in-flight meal, not to mention the quality of in-flight service.