The Effect of Passenger Satisfaction on Relationship Between Price, Assurance, Responsiveness and Reliability

Abstract

The goal of this research study is to better understand how passenger satisfaction in Pakistan's airline business is influenced by aspects including Responsiveness and Airline image values. It investigates the moderating effects of Airline images. The study primarily looks at how price mediates passenger happiness and how gender has a moderating impact on Airline images. The sample size for this study was 384, with a 5% error margin and a 95% confidence level. The target industry for this campaign was determined to be the aviation sector because of the passenger' prior plane travel. Out of 500 surveys disseminated, 50 plus valid replies were received from the target aviation sector using a Google survey form. the data analysis used partial least squares structural equation modelling (PLS-SEM) method. We employ the PLS-SEM sampling technique to assess the latent variables' power and how well they can account for the target structures. The main reason (PLS-SEM) is utilized is because it can estimate very complex models with a small amount of data. Seven of the 8 hypotheses evaluated in this study, including two direct and two mediating hypotheses, were not supported by the findings. Except for the following three, all of the direct hypotheses were confirmed by the findings, with the exception of the following The study mainly concentrated on the effect of price and airline images values on passenger satisfaction, and it is recommended that additional variables be included in future research to provide a thorough understanding of passenger satisfaction across industries or countries. Originality/Value - By exploring the impacts of Assurance and service reliability values on customer satisfaction in the context of the airline business in Pakistan, this research improves the body of current work. In order to shed light on the nuanced interactions between these factors, the study examines the mediate function of Airline images.