Effect Of Service Quality On Passengers’ Satisfaction In Aviation Industry: The Case Of Ethiopian Airlines, Addis Ababa, Ethiopia

Abstract

Aviation is one of the most “global” industries: connecting people, cultures, and businesses across continents. It is an important contributor towards economic development. The aim of this study was to examine the effect of service quality on passengers’ satisfaction in case of Ethiopian Airlines, Addis Ababa, Ethiopia. A structured questionnaire was developed. As 85% of the Airline customers used international flight so it’s really helping to deeply examine the effect of service quality on passenger’s satisfaction thus, A sample size of 400 passengers were taken out of the total frequent international passengers’ number 2,975000 by applied (Yamane,1967) sample size determination formula. and convenience sampling technique were implemented. And for this study descriptive and explanatory research design was implemented. The questionnaire developed based on five dimensions or variables of AIRQUAL model. the collected data were analyzed using descriptive statistical tools like mean, standard deviation, correlation regression analysis, normality test, linearity test, homoscedasticity test, no outliners of the model and multi-Collinearity test done using SPSS 21 statistical tool. The study revealed that preflight service (terminal tangible), post flight service and personnel have a positive and significant effect on passengers’ satisfaction. On contrary inflight service (airline tangible) and image were statistically insignificant. It’s recommended that the airlines should give more emphasis and hard work on preflight, post flight and personnel service dimensions to achieve passenger satisfaction and sustain loyal customers. In addition, Ethiopian airlines should focus on variables in which they performed less like inflight service and image as image is back bone for one company.