Keywords:
customer satisfaction
price
brand image
service quality
flight safety

  • Abstract

    Air passengers’ safety and flight safety are an integral part of the airline industry, which is extremely competitive, and it is often just the small details that will influence customers’ decision to choose one airline over another. Thus, customer satisfaction means determining the types of customer selection for flight safety. To determine the customer’s selection criteria by surveying customer satisfaction. One benefit of assessing customer satisfaction is that the airline's company will know the customers’ preferences and what customers want when it comes to air travel; hence, the companies can make changes to their business and attract more customers. The objective of the research is to determine the influence of price, brand image, flight safety, and service quality on passenger satisfaction among air passengers in Southeast Asian countries. The data was collected through a questionnaire spread around by Google Form to participants with a random sampling technique. The data run was analyzed using Partial Least Square for processing the outer and inner models. The research results indicate that price has no effect on flight safety, nor does brand image impact the satisfaction of the passengers. This illustrates that flight safety cannot be measured using price, while a flight's brand image cannot necessarily satisfy passengers with the services provided. Brand image, however, influences flight safety, indicating that passengers trust flights with better brand names.

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Nusraningrum, D., Winda Widyanty, Vijayaletchumy Krishnan, Anjali Chopra, & Aparna Pandey. (2025). Cultivating Airline Customer Satisfaction: Flight Safety Mediated Price, Brand Image, and Service Quality . Multidisciplinary Science Journal, (| Accepted Articles). Retrieved from https://malque.pub/ojs/index.php/msj/article/view/7543
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