Evaluation of Service Quality in the Airline Industry
Abstract
The main determinants of service quality in the airline sector are assessed in this study along with their effects on client loyalty and satisfaction. Data was gathered through surveys and interviews with travellers and airline employees using a mixed-method approach. Five aspects of service quality—tangibles, assurance, responsiveness, empathy, and reliability—were evaluated in the study using the “SERVQUAL” methodology. The results show that responsiveness—which has to do with how well airlines handle disruptions—had the second-largest impact on consumer satisfaction, behind assurance, especially personnel competency and safety. Despite their importance, tangibles have less of a relationship with total pleasure. In most areas, especially assurance and empathy, premium airlines routinely scored better than low-cost ones. According to the report, airlines may improve operational reliability, train employees, and use technology to be more responsive in order to provide higher-quality services. It is anticipated that these enhancements will boost competitive advantage, consumer happiness, and loyalty. The study's limitations include sample size restrictions and an analysis that is only applicable to particular airlines. Future studies should examine how sustainability and digital change affect airline service quality.
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