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<p>This study explores the multifaceted dynamics of airline customer satisfaction in the post-pandemic era through a large-scale analysis of 129,880 passenger responses. Guided by the Service-Profit Chain, Disconfirmation Theory, and Customer Experience Management frameworks, and explicitly framed within a competitiveness perspective, the study identifies key service and operational factors that differentiate satisfied from dissatisfied passengers. Findings reveal that digital touchpoints particularly inflight entertainment, online booking, and online support exhibit the highest satisfaction gaps, highlighting their critical role in shaping the passenger experience and contributing to competitive advantage. Demographic and travel characteristics such as loyalty status, travel purpose, and flight class are shown to significantly influence satisfaction levels, with loyal and business-class travelers reporting the highest satisfaction. Additionally, moderate delays in departure and arrival negatively impact satisfaction, though high service quality partially offsets their effect. The results underscore that excellence in high-impact service areas not only enhances satisfaction but also strengthens long-term market competitiveness. By integrating service quality and operational performance within a satisfaction gap framework, this research offers actionable insights for airline managers to enhance customer experience, segment strategy, and service design. The findings contribute to the broader literature by demonstrating how service quality, operational reliability, satisfaction, and loyalty are interconnected drivers of sustained competitiveness, highlighting the dynamic interplay of expectations, experiences, and operational realities in a digitally evolving travel ecosystem. Logistic regression analysis indicates that inflight entertainment (OR = 2.41), online booking (OR = 1.89), and loyalty status (OR = 3.28) are among the strongest predictors of satisfaction. Hypotheses H1–H3 are supported, and H4 is partially supported, as the buffering effect of inflight entertainment on delays holds only for delays under 30&#xa0;min. As the analysis is based on cross-sectional, secondary data, the findings indicate associations rather than causal effects.</p>

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Soaring or Plummeting? Uncovering the Hidden Drivers of Airline Customer Satisfaction in the Post-Pandemic Era

  • 期刊论文

  • 发表日期：

    2026年7月21日

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  • Sezai Tunca,
  • Yavuz Selim Balcioglu

摘要

This study explores the multifaceted dynamics of airline customer satisfaction in the post-pandemic era through a large-scale analysis of 129,880 passenger responses. Guided by the Service-Profit Chain, Disconfirmation Theory, and Customer Experience Management frameworks, and explicitly framed within a competitiveness perspective, the study identifies key service and operational factors that differentiate satisfied from dissatisfied passengers. Findings reveal that digital touchpoints particularly inflight entertainment, online booking, and online support exhibit the highest satisfaction gaps, highlighting their critical role in shaping the passenger experience and contributing to competitive advantage. Demographic and travel characteristics such as loyalty status, travel purpose, and flight class are shown to significantly influence satisfaction levels, with loyal and business-class travelers reporting the highest satisfaction. Additionally, moderate delays in departure and arrival negatively impact satisfaction, though high service quality partially offsets their effect. The results underscore that excellence in high-impact service areas not only enhances satisfaction but also strengthens long-term market competitiveness. By integrating service quality and operational performance within a satisfaction gap framework, this research offers actionable insights for airline managers to enhance customer experience, segment strategy, and service design. The findings contribute to the broader literature by demonstrating how service quality, operational reliability, satisfaction, and loyalty are interconnected drivers of sustained competitiveness, highlighting the dynamic interplay of expectations, experiences, and operational realities in a digitally evolving travel ecosystem. Logistic regression analysis indicates that inflight entertainment (OR = 2.41), online booking (OR = 1.89), and loyalty status (OR = 3.28) are among the strongest predictors of satisfaction. Hypotheses H1–H3 are supported, and H4 is partially supported, as the buffering effect of inflight entertainment on delays holds only for delays under 30 min. As the analysis is based on cross-sectional, secondary data, the findings indicate associations rather than causal effects.