Evaluation of passenger satisfaction with service quality: A consecutive method applied to the airline industry

Sahar Tahanisaz and Sajjad Shokuhyar

Journal of Air Transport Management, 2020, vol. 83, issue C

Abstract: Passengers' dissatisfaction with service quality is one of the crucial factors affecting the market share loss of airlines. This study aims to find out how airlines become capable of satisfying their passengers by considering the diversity of pre-purchase expectations. Therefore, the study proposes a novel model for clustering air passengers to identify passengers with similar expectations. Thus, the passengers' expectations of the service quality attributes in each cluster were measured and converted into quantitative degrees of customer satisfaction by applying the Kano model. Finally, Importance-Satisfaction Analysis (ISA) was employed to finding that which service quality indicators fall into the “Keep up the proper work†,†Concentrate here†,†Possible overkill†, and “Low priority†category for eliciting applicable marketing strategies.

Keywords: Service quality; Customer satisfaction; Airline industry; Kano model; RFM model (search for similar items in EconPapers)
Date: 2020
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (20)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:jaitra:v:83:y:2020:i:c:s0969699719302595

DOI: 10.1016/j.jairtraman.2020.101764

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