A Qualitative Assessment of Airline Passenger Satisfaction

Authors

Kaetlyn Blocker, Embry-Riddle Aeronautical UniversityFollow
Brent D. Bowen, Embry-Riddle Aeronautical UniversityFollow
Erin Bowen, Embry-Riddle Aeronautical UniversityFollow
Andrea Irish, Embry-Riddle Aeronautical UniversityFollow

Submitting Campus

Prescott

Student Status

Graduate

Class

Graduate Student Works

Advisor Name

Brent Bowen

Second Advisor Name

Erin Bowen

Abstract/Description

Each year, airline passengers respond to the Airline Passenger Survey providing feedback of their experiences with major domestic (U.S.) airlines. The Airline Passenger Survey analyzes responses to a varied set of questions. This specific study is limited to the single open-ended question within the survey. This question is optional, but allows an opportunity to share any issues, concerns, and/or complaints regarding their own air travel experiences. There is no limitation on the number of words submitted. Through the application of a thematic coding scheme, results show what the highest concerns of airline passengers have been the last two years.

Document Type

Poster

Publication/Presentation Date

2-24-2020

Sponsorship/Conference/Institution

32nd Annual Ethnographic and Qualitative Research Conference

Location

University of Nevada at Las Vegas, Las Vegas, NV

Scholarly Commons Citation

Blocker, K., Bowen, B. D., Bowen, E., & Irish, A. (2020). A Qualitative Assessment of Airline Passenger Satisfaction. , (). Retrieved from https://commons.erau.edu/student-works/166