Assessment of Service Quality and Customer Satisfaction: The Case of Ethiopian Airlines
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Date
2016-06
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Addis Ababa University
Abstract
The purpose of this paper is to assess the relationship among perceived service quality and passenger satisfaction through a case analysis of Ethiopian Airlines. A structured questionnaire was developed. A sample of 215 customers response collected out of 250 distributed, giving a valid response rate of 86%. Different analytical techniques were used to assess the relationships among the variables under investigation such simple, and multiple linear regressions, structural equation modeling and importance performance analysis and regression was used to assess the variables. The applications used to analyze are the Statistical Package for Social Sciences V.21. The findings of this study have shown a significant effect of perceived service quality on the passenger satisfaction.
Passengers perceived in-flight entertainment to the poorest service of the airline and out the attributes under it the availability of internet and live channels is rated lower and Passengers’ major need not met by the airline during flight. The in-flight entertainment is the least rated service of the airline , but it’s impact on passengers satisfaction is not high as the service is the least expected service and very vital , which being replaced with hand carry device for personal entertainment . The eight service attributes assessed by customers and their perception service quality is ranked top to least as Ticket office /call center service, flight schedule, cabin environment, information particular, airport service, flight meal service, frequent flyer program, in-flight entrainment.
The attributes has different level of contribution on the customer satisfaction and based on the analysis the highest contribution on customer satisfaction is from the Information particulars attribute and in-flight entertainment has the least contribution on customer satisfaction.
The eight attributes ranked based on their contribution on passenger satisfaction Information particulars, airport service, cabin environment, flight meal service, ticket office /call center service, flight schedule, frequent flyer program and in-flight entertainment.
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service quality, customer satisfaction, customer expectation