The Effects of the In-Flight Safety Information Characteristics on the Safety Behavioral Intention of Airline Passengers

Abstract

This research aims to explore the effects that In-flight Safety Information Characteristics of airlines have on attitude, customer satisfaction, customer trust, and safety behavioral intentions. A total of 477 passengers with air travel experience were surveyed and responses were analyzed using a structural equation model. Among four in-flight safety information characteristics, reliability, informative, utility turned out to have positive effects on attitude, interactivity are not significant antecedents of attitude. In turn, Attitude had a positive effect on customer satisfaction, customer trust, and safety behavioral intentions. It is believed that this research can serve as a starting point for future studies on the diverse servicescapes of airport facilities. It is believed that this research can serve as an important basic data and strategy for securing passenger safety and efficient measures for airlines’ in-flight safety information operation.