Service Quality and Passenger Satisfaction: An Empirical Study of Airline Customers

Abstract

The airline industry has become highly competitive, making service quality a key determinant of passenger satisfaction and loyalty. This study examines the relationship between service quality dimensions and passenger satisfaction in the airline sector. Primary data were collected from 400 airline passengers using a structured questionnaire with a five-point Likert scale. The study analyses factors such as punctuality, in-flight services, staff behavior, safety, comfort, and pricing. Statistical tools including percentage analysis, mean score, and ranking methods were used for data analysis. The findings reveal that on-time performance, safety assurance, and staff responsiveness are the most influential factors affecting passenger satisfaction. The study concludes that improving service reliability and customer-oriented practices can enhance passenger satisfaction and strengthen airline competitiveness.