Determination passenger satisfaction of a kuwait airline company by using multivariate data analysis models

Abstract

The airline industry has played a basic role in the global economy in serving as a vital ingredient in the tourism industry and stays essential to the conduct of international business. The most worry of any airline company would always be satisfied to their customers’ needs and their expectations by providing those benefits and services top of its class. This study aims to investigate the significantly affected factors towards passenger satisfaction and service quality of Low-Cost Carrier (LCC) and Full Serves Network Carrier (FSNC), airlines companies in Kuwait. In addition, this study aims to determine whether there is any difference between expectation and satisfaction level of LCC and FSNC passengers. Considered factors were determined from SERVQUAL. The overall objective of this study is analyzed from a different point of views: By deciding the factors that participate in term to reach the passenger satisfaction and service quality in Kuwait Airways from a questionnaire result of the passengers as well as by identifying the relative significance of the customer satisfaction and service quality determinants. Multiple Regression and Ordinal Logistic Regression methods used to analyze the data collected through the questionnaire.