Measurement of Airline Passenger Satisfaction: A Comparison of Methodology

Many methods exist for attempting to quantify passenger satisfaction. Perceptions of satisfaction are typically considered qualitative in nature, which has led to the development of many different methods to represent most holistically the emotions in a quantitative manner. The objective of this analysis centers on attempting to reconcile the differences between the various passenger studies that have been conducted through a review of methodological approaches from such studies. There was a special focus placed upon the differences in results between the response-based Airline Passenger Survey and the Airline Quality Rating, which is compiled using data gathered from airline statistics. Finally, this research led to the identification of manners by which the reviewed studies and methods can be improved to produce more accurate and closely aligned results using an internal purpose-built survey and processing methodology