The impact of airline service quality on passengers’ behavioral intentions using passenger satisfaction as a mediator

Faisal Tehseen Shah, Zaineb Syed, Abeer Imam and Aiman Raza

Journal of Air Transport Management, 2020, vol. 85, issue C

Abstract: This research study measures the perception of airline service quality based on data collected from Pakistan International Airline (PIA) passengers using SERVQUAL. It investigates the impact of service quality dimensions on passenger's behavioral intentions in presence of mediator (passenger satisfaction). The data is collected through an adopted SERVQUAL instrument from the respondents in the domestic and International waiting lounges of PIA. The data is analysed using reliability statistics, correlation analysis and through hierarchal regression analysis. A systematic random sampling technique is used to analyze the study sample and PROCESS macros was used to run mediation analysis. The results reveals that passenger's satisfaction mediates the relationship between airline service quality and behavioral intentions. Practically, PIA should not only improve on Service Quality but should build up quality consciousness among on ground and inflight employees; pay attention to reliable factors and establish customer goodwill through enhanced services; regard reliability factors and enhance employee accomplishment. Implications of these results for management policy and practice are highlighted as guidelines. PIA managers can now better understand the importance of service quality and its long-term benefits in the form of customer loyalty.

Keywords: Airline service quality; SERVQUAL; Passenger satisfaction; Behavioural intentions; PIA (search for similar items in EconPapers)
Date: 2020
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (18)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:jaitra:v:85:y:2020:i:c:s0969699717301874

DOI: 10.1016/j.jairtraman.2020.101815

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