Airline Customer Satisfaction 2015-2017 Results

Authors

Michelle M. Bennett, Embry-Riddle Aeronautical UniversityFollow
Brent D. Bowen, Embry-Riddle Aeronautical UniversityFollow
Erin E. Bowen, Embry-Riddle Aeronautical UniversityFollow
Z. Bowen, Embry-Riddle Aeronautical University
Dean Headley, Wichita State UniversityFollow
Timothy B. Holt, Embry-Riddle Aeronautical UniversityFollow
Jacqueline R. Luedtke, Embry-Riddle Aeronautical UniversityFollow

Submitting Campus

Prescott

Department

Aeronautical Science

Document Type

Poster

Publication/Presentation Date

4-2018

Abstract/Description

Previous research on perceptions, satisfaction, and attitudes regarding the major commercial air carriers in the United States has provided little more than an interesting descriptive representation of the average air traveler. This study moves beyond basic descriptive information of air travelers to identify attitudinal patterns and relationships in the way consumers at varying levels of travel frequency view the commercial air industry. The Airline Passenger Survey (APS) elements developed via the utilization of rigorous scientific methodology, with the intention of capturing the most important data from passengers while reducing confusion or variability in comprehension of questions. APS items are a combination of demographic variables, categorical data, and Likert-type scale responses asking participants to evaluate statements regarding the current state of the airline industry.

Sponsorship/Conference/Institution

2018 IACB, 2018 ICE & 2018 ICTE

Location

Washington, DC

Additional Information

Conference proceedings may be found at: https://www.cluteinstitute.com/conference-proceedings/DC18Proceedings.pdf

Scholarly Commons Citation

Bennett, M. M., Bowen, B. D., Bowen, E. E., Bowen, Z., Headley, D., Holt, T. B., & Luedtke, J. R. (2018). Airline Customer Satisfaction 2015-2017 Results. , (). Retrieved from https://commons.erau.edu/publication/881