Track: Senior Capstone Design Competition / FYP Competition

Abstract

Airline industry has played a basic role in the global economy in serving as a vital ingredient in the tourism industry and stays essential to the conduct of international business. The most worry of any airlines company would always being satisfy to their customers’ needs and their expectations by providing those benefits and services top of its class. Service quality remains essential in reflecting sales profitability and sustainability of the company. This creates an attention for the researchers in term to determine the key factors that affect the passanger satisfaction in service quality of the airlines industry.

In this study, two different airlines organization, one of them is Low Cost Carrier (LCC) and the other is Full Serves Network Carrier (FCNC), being investigated. Airways companies in Kuwait have made a wonderful revolution in the air travel with rapidly increasing growth over the years. Thus, this study aims to investigate the significance affected factors towards passenger satisfaction and service quality of these airlines. In addition, this study aims to determine whether there is any difference between expectation and satisfaction level of LCC and FCNC passengers.

The factors that have been determined from the SERVQUAL and considered in this study are “Tangible Characteristics”, “Time Management”, “Services Provided by Airport Staffs”, “Services Provided by Flight Attendants [Plane]”, “Online Services” and “Food Services”.

The overall objective of this study is analysed from different point of views: by decide the factors that participate in term to reach the passenger satisfaction and service quality in Kuwait Airways from a questionnaire result of the passengers as well as by identifying the relative significance of the customer satisfaction and service quality determinants. The questionnaire have distributed to 100 copies to the target respondents which are air travellers who have experienced the air travel in these airline companies. Multiple Regression and Ordinal logistic regression methods used to analyse the data collected through the questionnaire. As a future work this study can help airways companies in Kuwait in term to keep track of the six important factors and continuously monitor their service quality in ensuring maximum satisfaction among the customers. Hence, it also definitely helps to create customer loyalty for the airlines industry.

Keywords: Passanger satisfaction, Service quality, Airways campany, Multiple Regression Analysis, Ordinal Logistic Regression, SERVQUAL