A Study on Customer Satisfaction with Airlines an Analysis of Service Quality & Passenger Experience

Abstract

This research investigates customer satisfaction within the airline sector, highlighting the importance of service quality and the passenger experience. Employing a mixed-methods strategy, the study examines survey responses from 50 travelers and 30 online evaluations to pinpoint crucial service factors that affect satisfaction. The results indicate that value for money, interactions with staff, and operational dependability are the main contributors to satisfaction, whereas the influence of in-flight entertainment is of minimal significance. The research provides actionable suggestions for airlines aimed at improving passenger loyalty and overall service delivery. Keywords: Client Contentment  ,Quality of Service, Traveler Experience , Aviation Companies , Physical Aspects  ,Dependability .