This paper will analyse passenger expectations and satisfaction within the airline industry by determining the important factors in influencing service perceptions, the differences between frequent and non-frequent flyers, and the possible service quality improvements. The study uses the Expectation Confirmation Theory (ECT) and SERVQUAL framework to assess the difference between the expectations and perceived service performance of the passengers. It adopted a mixed-method research design, which integrated structured survey responses on 161 airline passengers with a qualitative feedback analysis. Demographic trends, dimensions of service quality, and satisfaction ratings among passengers of various segments were analysed with the help of statistical tools. According to the results, punctuality, responsiveness of customer service, seat comfort, cleanliness of cabin, and in-flight services play a significant role in the overall satisfaction of a passenger. Comparative analysis shows that frequent flyers consider reliability and personalized services to be more important, and non-frequent flyers view comfort and cost aspects as the most important. The analysis also reveals there are significant gaps in punctuality, in-flight services and digital service integration as the main aspects that should be improved. The findings have practical implications for airline management to improve their service quality, passenger loyalty, and close expectation-performance gaps by making specific operational and service improvements.
Pasha et al. (Thu,) studied this question.