Evaluation of passenger satisfaction with service quality: A consecutive method applied to the airline industry

• Published in: Journal of air transport management Vol. 83; p. 101764
• Main Authors: Tahanisaz, Sahar, shokuhyar, Sajjad
• Format: Journal Article
• Language: English
• Published: Elsevier Ltd 01.03.2020
• Subjects: Airline industry; Customer satisfaction; Kano model; RFM model; Service quality; Customer satisfaction; Service quality; Kano model; RFM model; Airline industry
• ISSN: 0969-6997; 1873-2089
• DOI: 10.1016/j.jairtraman.2020.101764

Passengers' dissatisfaction with service quality is one of the crucial factors affecting the market share loss of airlines. This study aims to find out how airlines become capable of satisfying their passengers by considering the diversity of pre-purchase expectations. Therefore, the study proposes a novel model for clustering air passengers to identify passengers with similar expectations. Thus, the passengers' expectations of the service quality attributes in each cluster were measured and converted into quantitative degrees of customer satisfaction by applying the Kano model. Finally, Importance-Satisfaction Analysis (ISA) was employed to finding that which service quality indicators fall into the “Keep up the proper work”,” Concentrate here”,” Possible overkill”, and “Low priority” category for eliciting applicable marketing strategies. •Clustering air passengers with similar expectations by a novel model.•Evaluation of Customer satisfaction from service quality by using the Kano model.•Revised RFM model to ICF model for the airline industry.