Track: Aviation and Aerospace

Abstract

The aviation sector is highly competitive and customer-focused. Because of its client-centric nature, the industry's profitability depends upon customer satisfaction. The entry of more companies into the aviation industry has increased competition and the necessity to maintain service quality. Prior studies have identified seat comfort and cleanliness as the most important elements in determining customer satisfaction among airline passengers. The goal of this study is to identify factors that influence customer satisfaction among loyal customers and disloyal customers. Seat comfort, departure/arrival convenience, food and drink, inflight wifi service, inflight entertainment, online support, ease of online booking, onboard services, leg-room services, baggage handling, cleanliness are taken into account as the factors influencing customer satisfaction. Probit regression is used to find out the influence of various factors on customer satisfaction. After conducting the study, it was discovered that the impact of factors on customer satisfaction varies depending on whether the client is loyal or disloyal. Seat comfort, departure/arrival convenience, food and drink, inflight wifi service, inflight entertainment, online support, ease of online booking, onboard services, leg-room services, and baggage handling all have an impact on customer satisfaction in loyal customers, with inflight entertainment having the greatest impact. Seat comfort, departure/arrival convenience, ease of online booking, onboard services, legroom services, baggage handling and cleanliness all influence customer satisfaction among disloyal customers, with seat comfort having the greatest impact.