A Study on Customer Perception of Service Quality in Aviation Industry

Abstract

The aviation industry plays a significant role in global connectivity and economic growth. In a highly competitive market, delivering superior service quality has become essential for airlines to attract and retain customers. This study examines customer perception of service quality in the aviation industry based on five dimensions—tangibility, reliability, responsiveness, assurance, and empathy—proposed by A. Parasuraman and his associates under the SERVQUAL model. Primary data were collected from 120 airline passengers using a structured questionnaire. Simple percentage and ranking analysis were applied to interpret the data. The findings indicate that reliability and assurance are the most influential factors affecting passenger satisfaction, followed by responsiveness and empathy. Tangibility was perceived as comparatively less important. The study concludes that consistent service performance, safety assurance, and professional staff behavior significantly enhance customer satisfaction and loyalty in the aviation industry.