Exploring the Dynamics of Airline Service Attribute Quality: Identifying Satisfiers and Dissatisfiers
Saloni Vishnoi -
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 impa… Show more
Set email alert for when this publication receives citations?
scite is a Brooklyn-based organization that helps researchers better discover and understand research articles through Smart Citations–citations that display the context of the citation and describe whether the article provides supporting or contrasting evidence. scite is used by students and researchers from around the world and is funded in part by the National Science Foundation and the National Institute on Drug Abuse of the National Institutes of Health.