The Impact of Satisfaction with Pre-flight and Post-flight Services on In-flight Satisfaction: The Mediating Role of Passenger Trust

Abstract

Purpose – The aim of this study is to examine the impact of passenger satisfaction at each stage of the flight for the airline operation and to determine the mediating role of passenger trust behind this effect. Design/methodology/approach – The study data were obtained through surveys filled out by 430 arriving passengers at Antalya Airport domestic terminal during the summer of 2022, and these data were analyzed using IBM SPSS 21 and Smart PLS 4 programs. Structural Equation Modeling was used to determine the relationship between variables and the mediating role. In addition, descriptive statistics, Exploratory Factor Analysis (EFA), Confirmatory Factor Analysis (CFA), collinearity analysis, and finally path analysis were applied to the study data. Results - According to the analysis results, there is a statistically significant and positive relationship between the satisfaction perceived by passengers before and after the flight and their trust in the airline operation. Moreover, a statistically significant and positive relationship was also found between passengers' trust in the airline operation and the satisfaction perceived during the flight. However, no relationship was found between the satisfaction perceived by passengers before and after the flight and the satisfaction perceived by passengers during the flight. Furthermore, it was determined that the satisfaction perceived by passengers before and after the flight does not have a mediating effect on the impact of trust on the satisfaction perceived by passengers during the flight. Discussion - In air transportation, passenger trust in the airline operation is of great importance. Considering that air transportation is a complex process, airlines should not only consider passenger satisfaction but also take into account the trust factor, which can strengthen passengers' loyalty to the airline operation.