The Influence of Pre-Flight Service Quality, in-Flight Service Quality, Post-Flight Service Quality, Passenger Satisfaction, and Repeat Purchase

Abstract

This study examined the effects of passenger satisfaction, pre-flight, in-flight, and post-flight service quality on the intention of returning to Davao International Airport. A non-probability purposive sampling technique and online survey questionnaires were utilized to gather data for the study, which employed a quantitative research methodology. There were 391 respondents in the sample; most were female and between the ages of 28 and 37. A correlation matrix and linear regression were used to evaluate the data. The study's results demonstrated that the quality of the pre-and-in-flight services significantly predicted the intention to make repeat purchases. However, the service quality and passenger satisfaction of post-flight services were found to have no significant impact on the intent to make repeat purchases.