The Analysis of Consumer Satisfaction in Airlines Industry
Abstract
Abstract:
This study examines the factors that determine airlines’ customer satisfaction rating, according to SKYTRAX in which SKYTRAX is a world airline audit that leads product and service quality improvement program for the airline industry with 26 years of experience. SKYTRAX audit the performance of the airlines through customer reviews and rate them with 1-5 and 1-10 interval Likert scale. This study uses only 3 variables from SKYTRAX which are food and beverages, seat comfort, staff service, and number of reviews that act as a control variable. This study uses ordered probit regression model because the data are cross section and the dependent variable is discrete variable (1-10 Likert scale). The number of airlines observed is 128. The result reveals that Food and Beverages, Seat Comfort and Staff service have positive significant effect on increasing the probability of an airline getting a higher rating, which means more satisfied customer.
Keywords: Airline studies, airlines rating, SKYTRAX, airline industry, customer satisfaction, ordered probit model
References
Akamavi, Raphaël K., Elsayed Mohamed, Katharina Pellmann, and Yue Xu. 2011. “Key Determinants of Passenger Loyalty in the Low-Cost Airline Business.†Tourism Management 46 (February): 528–45. doi:10.1016/j.tourman.2014.07.010. http://linkinghub.elsevier.com/retrieve/pii/S0261517714001423.
Anderson, Eugene, Claes Fornell, and Roland Trust. 1997. “CustomerSatisfaction.pdf.â€
Dennis, Nigel, and Anne Graham. 2006. “©Association for European Transport and Contributors 2006â€, no. October 2004.
Fourie, Colette, and Berendien Lubbe. 2006. “Determinants of Selection of Full-Service Airlines and Low-Cost carriers—A Note on Business Travellers in South Africa.†Journal of Air Transport Management 12 (2): 98–102. doi:10.1016/j.jairtraman.2005.11.008. http://linkinghub.elsevier.com/retrieve/pii/S0969699705001055.
Leong, Lai-ying, Teck-soon Hew, Voon-hsien Lee, and Keng-boon Ooi. 2015. “Expert Systems with Applications An SEM – Artificial-Neural-Network Analysis of the Relationships between SERVPERF , Customer Satisfaction and Loyalty among Low-Cost and Full-Service Airline.†EXPERT SYSTEMS WITH APPLICATIONS, no. May. Elsevier Ltd. doi:10.1016/j.eswa.2015.04.043. http://dx.doi.org/10.1016/j.eswa.2015.04.043.
O’Connell, John F., and George Williams. 2005. “Passengers’ Perceptions of Low Cost Airlines and Full Service Carriers: A Case Study Involving Ryanair, Aer Lingus, Air Asia and Malaysia Airlines.†Journal of Air Transport Management 11 (4): 259–72. doi:10.1016/j.jairtraman.2005.01.007. http://linkinghub.elsevier.com/retrieve/pii/S096969970500013X.
Park, Jin-Woo. 2007. “Passenger Perceptions of Service Quality: Korean and Australian Case Studies.†Journal of Air Transport Management 13 (4): 238–42. doi:10.1016/j.jairtraman.2007.04.002. http://linkinghub.elsevier.com/retrieve/pii/S0969699707000397.
Park, Jin-Woo, Rodger Robertson, and Cheng-Lung Wu. 2004. “The Effect of Airline Service Quality on Passengers’ Behavioural Intentions: A Korean Case Study.†Journal of Air Transport Management 10 (6): 435–39. doi:10.1016/j.jairtraman.2004.06.001. http://linkinghub.elsevier.com/retrieve/pii/S0969699704000328.
Rey, Belén, Rafael L. Myro, and Asun Galera. 2011. “Effect of Low-Cost Airlines on Tourism in Spain. A Dynamic Panel Data Model.†Journal of Air Transport Management 17 (3). Elsevier Ltd: 163–67. doi:10.1016/j.jairtraman.2010.12.004. http://linkinghub.elsevier.com/retrieve/pii/S0969699710001134.
Williams, Richard. 2015. “Ordered Logit Modelâ€, 1–17.
Authors who publish with this journal agree to the following terms:
- Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.
- Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.
- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work
Every submitted manuscript should be accompanied by "Copyright Transfer Agreement".
