The impact of flight attendants' service behaviours on customer satisfaction

Pao Yue-kong Library Electronic Theses Database

The impact of flight attendants' service behaviours on customer satisfaction


Author: Siu, Lok-man Yolina
Title: The impact of flight attendants' service behaviours on customer satisfaction
Degree: M.Sc.
Year: 2003
Subject: Hong Kong Polytechnic University -- Dissertations
Flight attendants
Consumer satisfaction
Customer services -- Evaluation
Department: School of Hotel and Tourism Management
Pages: 151 leaves ; 30 cm
Language: English
Abstract: From the 1997 handover to the 9/11 incident in New York in 2001, Hong Kong's tourism industry has experienced great hardship. Airlines have faced immense challenges. In the fiercely competitive airline industry, customer satisfaction is the key to the success of airlines. Customer satisfaction is greatly influenced by the service providers' behaviors. Flight attendants, who may spend up to fifteen hours with customers on long-haul flights, are in the best position to deliver and achieve customer satisfaction. This study examines how travelers in Hong Kong evaluate flight attendant behaviors that influence customer evaluation of service encounters. It also examines performance of these behaviors in specific airline transactions, based on a list of flight attendants' behaviors that have been developed, as well as examining the relationship between the performance of each behavior and encounter satisfaction. A total of 491 Hong Kong travelers were surveyed. The results indicated that service providers' "instinctive" or "spontaneous" service has a major impact on customer satisfaction, while "adaptability" also has influence. "Communicative" and "recovery" categories had little or no effect on Hong Kong travelers' flying satisfaction. In order to get the right flight attendant at the right time, human resources planning for flight attendants is a critical airline management process.

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