Exploring the Dynamics of Airline Service Attribute Quality: Identifying Satisfiers and Dissatisfiers

Author(s)	Saloni Vishnoi
Country	India
Abstract	This study seeks to explore the link between the attributes of airline service quality and overall satisfaction. While previous research has suggested a direct connection, this work proposes that attribute quality can have varying effects on satisfaction or dissatisfaction. The analysis involved consumer data from online reviews and aligns with Herzberg, Mausner, and Snyderman’s two-factor theory. It found that certain service attributes such as cleanliness, food and beverages, and in-flight entertainment impact positive ratings as satisfying factors. On the other hand, customer service and check-in/boarding affect negative ratings as dissatisfying factors. Additionally, the study also considered individual features and types of airline products to enhance understanding of these relationships within the airline industry marketplace.
Keywords	Airline industry, Asymmetric effects, Service quality, Airline attributes And service satisfaction
Field	Business Administration
Published In	Volume 6, Issue 2, March-April 2024
Published On	2024-04-14
Cite This	Exploring the Dynamics of Airline Service Attribute Quality: Identifying Satisfiers and Dissatisfiers - Saloni Vishnoi - IJFMR Volume 6, Issue 2, March-April 2024. DOI 10.36948/ijfmr.2024.v06i02.17221
DOI	https://doi.org/10.36948/ijfmr.2024.v06i02.17221
Short DOI	https://doi.org/gtqxrj

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