摘要：Passenger satisfaction and loyalty are crucial for success in the airline industry. To achieve customersatisfaction and loyalty, it is important that airlines provide high-quality services. This paper examinesdifferent elements of service quality in the airline industry, including the moderating effects of pricesensitivity and quality seekers on the level of passenger satisfaction. The moderating effect of pricesensitivity on passenger satisfaction has received less consideration in the existing literature. Servicequality has been divided into three main categories: preflight, in-flight, and postflight services. Thispaper provides a conceptual framework for assessing the moderating effects of price sensitivity andservice quality on passenger satisfaction. The study was conducted by performing a literature reviewof existing studies of the topic and related issues. Information was obtained from journal articles. Theliterature was reviewed for accuracy, relevancy, and other validating elements. The findings reveal thatthe service quality of all three categories has a positive effect on passenger satisfaction. The resultsindicate that passenger satisfaction consequentially translates to passenger loyalty (Elkington, 2004).The findings indicate that price sensitivity and quality seekers have a significant impact on the relationshipbetween service quality and the level of passenger satisfaction. High price sensitivity reducesthe positive effects of service quality on passenger satisfaction. Low price sensitivity increases thepositive effects of service quality on passenger satisfaction. Existing literature agrees that customersatisfaction is subjective and varies across consumers. Therefore, analyzing the correlation betweenservice quality and satisfaction has been a complex task (Briliana, 2018).
