• ISSN: 2010-023X (Print)
    • Abbreviated Title: Int. J. Trade, Economics and Financ.
    • Frequency: Bimonthly
    • DOI: 10.18178/IJTEF
    • Editor-in-Chief: Prof.Tung-Zong (Donald) Chang
    • Executive Editor: Ms. Cherry L. Chen
    • Abstracting/ Indexing:  ProQuest, Crossref, Electronic Journals Library , EBSCO, and Ulrich's Periodicals Directory
    • E-mail: ijtef@ejournal.net
IJTEF 2019 Vol.10(6): 144-148 ISSN: 2010-023X
DOI: 10.18178/ijtef.2019.10.6.652

A Study of Customer Satisfaction in Airlines

Ching Ming Kei
Abstract—This paper aims to evaluate the customer satisfaction of the airline industry in Hong Kong by using the Importance-Performance Analysis (IPA). A list of 11 attributes is identified and rated using a five-point Likert scale. The IPA reveals that Full Service Carrier (FSC) should improve its on-time performance and seat comfortability while there is no concentration in Low Cost Carrier (LCC). Moreover, it has been found that crew attentiveness is overdone by FSC while check-in services are overkilled by both FSC and LCC. Furthermore, the overall performance of FSC is found to be satisfactory but not LCC by their customers. The results are important for airlines to identify the key areas for strategic focus and particularly relevant for developing strategy for the air transport industry in HK. Future research could consider attributes like terminal tangibles if FSC and LCC are using different terminal location and/or facilitate.

Index Terms—Customer satisfaction, full service carrier, importance-performance analysis, low cost carrier.

Ching Ming Kei is with the Hong Kong Community College, Hong Kong (e-mail: ccsc@ hkcc-polyu.edu.hk).


Cite: Ching Ming Kei, "A Study of Customer Satisfaction in Airlines," International Journal of Trade, Economics and Finance vol.10, no.6, pp. 144-148, 2019.

Copyright © 2019 by the authors. This is an open access article distributed under the Creative Commons Attribution License which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited (CC BY 4.0).

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