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Development Of A Model Of Airline Consumer Satisfaction, Erin E. Bowen, Brent D. Bowen, Dean E. Headley

Aviation Technology Faculty and Staff Publications

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 “snapshot” of the average air traveler. Building upon 20 years of work with the National Airline Quality Rating, the present study attempts to move 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. Development of such a model allows key players the ability to improve their understanding of the prime drivers and perceptions of passenger behavior. …