Impact of In-Flight Service Quality Provided by Cabin Crew on Passenger Satisfaction
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Date
2023
Journal Title
Journal ISSN
Volume Title
Publisher
UMT, Lahore
Abstract
This study aims to evaluate the level of in-flight service quality delivered by the cabin
crew and its effect on passenger satisfaction. This study examines the influence of service quality
provided by cabin crew on passenger satisfaction. The Allama Iqbal international airport was
utilized to obtain data from passengers regarding their opinions on the airline's in-flight service.
The information was gathered by giving surveys to PIA and AIRBLUE's international travelers.
This study used a convenience sampling technique to gather information from respondents
using a self-administered questionnaire by using the five dimensions of the SERVQUAL model.
Additionally, SPSS was employed to test the suggested structural model. The findings of this
study showed that four SERVQUAL scale dimensions—perceived reliability, responsiveness,
empathy, and assurance—have a favorable, direct, and significant influence on passengers'
satisfaction while the tangibility factor doesn’t have a significant impact on them. Responsiveness
has the most impact the passenger satisfaction and tangibility has the least impact.