Airline Services towards Passenger Satisfaction and Loyalty in the Philippines

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Airline Services towards Passenger Satisfaction and Loyalty in the Philippines

Journal Title: International Journal on Hospitality and Tourism Research - Year 2022, Vol 1, Issue 1

Abstract

Abstract: The research intends to evaluate the relationship between factors that affect passenger satisfaction and loyalty to airline companies in the Philippines. In particular, it will describe the demographic air passenger profile in terms of airline experience, gender, age or generation, marital status, educational attainment, frequency of travel, budget airline option, ticket booking, air traveler type, and travel companion option; evaluate airline services’ degree in terms of tangible cabin features, flight schedules, ground staff services, flight attendant services, and online airline services; assess passenger satisfaction in terms of passenger expectation, perceived price and overall passenger satisfaction; and assess passenger loyalty in terms of brand image, passenger engagement, and overall passenger loyalty. This will also test the significant difference in the respondents’ assessment of airline services when responses are grouped according to profile variables and test the significant relationship in assessing airline service to passenger satisfaction and loyalty. The study is descriptive-correlation research with an adapted questionnaire distributed among 385 respondents across six airline carriers in the Philippines. Most respondents are single female millennials who graduated from college, have flown chiefly once, and prefer budget airlines. They are mostly leisure travelers with a travel companion. The respondents are satisfied and loyal to domestic airline services. There is a significant difference in airline services, passenger satisfaction, and loyalty when grouped according to most respondents’ profiles. Moreover, the relationship between airline services, passenger satisfaction, and loyalty is highly significant. The proposed recommendations include ground-handling, passenger data collection, understanding increased airline services, competing in the online business sector, researching enhanced passenger experience tools, and improving effectiveness in overall passenger satisfaction.

Authors and Affiliations

Octavius Salvador Garcia Hife and Dr. Alex D. Ylagan

Keywords

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EP ID EP715548
DOI -
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