Service Quality And Customer Satisfaction in The Airline Industry

Customer satisfaction has become a key issue for organizations. Nowadays, customers have more alternatives than ever before, and keeping them is a significant challenge, especially in the airline industry. In the airline industry, meeting the requirements and desires of passengers consistently is a prerequisite for enhancing service quality. Services Quality could provide various benefits to the industry. Services Quality creates and enhances the connection between the airline and the customer (passengers) as well as Services Quality leads to re-purchases by promoting the airline through word-of-mouth and increasing passenger loyalty. As a result, airlines must recognize the strategic relevance of quality: Continually improving quality is not an expensive long-term investment, but rather a profitable one.