From Service Quality to Airline Choice: The Mediating Role of Pricing and the Moderating Role of Passenger Satisfaction
DOI:
https://doi.org/10.56976/rjsi.v7i2.355Keywords:
Assurance, Facilities, Employee Behavior, Customization, Pricing Perception, Passenger Satisfaction, Airline SelectionAbstract
The objectives of the study are to identify the Factors of Airline Selection. Objective of Study: It is also the objective of this study to determine if Passenger Satisfaction acts as a moderator between Pricing and Airline selection. Convenience sampling was applied to achieve the sample. This paper examines the determining factors that influence passengers' levels of satisfaction and their choice of airlines in international air travel, contrasted with a total airline selection at the destination airport. The model also incorporates the relationship between core service dimensions (assurance, customization, available facilities, and employee efforts) and perceived pricing as hypothesised to impact passenger satisfaction, followed by airline choice. The present study also suggests that national identity (as reflected in the airport environmental cues) can moderate the influence of the physical environment on passengers’ emotional responses and coping behavior. The findings enhance the understanding of service process dynamics at airports, and thereby discuss potential actions for airport authorities and airline operators to improve customer service. Practice and limitations, and future research directions are discussed.
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