Airline Service Hypothesis

Describe the paper in terms of its aims, hypotheses and methods.

The research paper on “Airline Service Quality” aimed to examine the influence of airline service quality on customer satisfaction and loyalty.

Four major hypotheses were formulated at the start of the study, with a positivist approach. These include the following. H1 being that the pre-flight service quality has a positive effect on passenger satisfaction. H2 being that the in-flight service quality has a positive effect on passenger satisfaction, and H3 being that the post-flight service quality has a positive effect on passenger satisfaction. This also led to the last hypothesis, H4 being that the passenger satisfaction has a positive effect on passenger loyalty.

The study

The validity and reliability of the collected data was analysed using Cronbach’s alpha, which was a test for internal consistency, that is, how closely related are a set of items as a group (Institute for Digital Research and Education – UCLA, 2017). The data had a Cronbach’s alpha coefficient between 0.645 to 0.850, which meant that they were reasonably consistent.

The data collected was analysed with SPSS through chi-square, and regression was used to examine relationships among variables. After conducting chi-square analysis on the data, it was found that all four of the hypotheses that were formulated were accepted. This was due to the chi-square values of the results being above the table values. While the regression analysis was carried out as well, it was found that certain factors were stronger contributors to passenger satisfaction than others.

Pre-flight service quality was found to have a positive significant effect on passenger satisfaction. Likewise, in-flight, and post-flight service quality was also found to have significant effects on passenger satisfaction. It was also proved that the passenger satisfaction has a significant effect on passenger

Airline service quality in South Africa and Italy. Journal of Air Transport Management, 25, pp.19–21.

The above-mentioned is another paper on Airline Service quality that was published in the recent years. It is a comparative paper that contrasts the service quality that was perceived by domestic airlines passengers in South Africa and a similar group of respondents in Italy. A convenience sampling method was adopted to collect responses through surveys with 335 and 101 respondents respectively in South Africa and Italy.

It is similar to that of the given paper in Airline Service Quality in that it deals with the similar topic, although in slightly varied situations. It was alike in the way respondents were chosen, through random convenience sampling, with the only criterion being that they had to have travelled in an airline in the last one year. Yet, the demographics of the respondents were also taken into consideration, in order to avoid bias from the part of the respondents.

However, the structure of the questionnaire was slightly different. Although both used a Likert scale, the comparative paper uses a 7-point scale, and also contains a section detailing the demographics of the