2024
DOI: 10.36948/ijfmr.2024.v06i02.17221
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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

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