Understanding the dynamics of the quality of airline service attributes: Satisfiers and dissatisfiers

Sangwon Park, Jin Soo Lee, Juan L. Nicolau

Research output: Journal article publicationJournal articleAcademic researchpeer-review

69 Citations (Scopus)


This research aims to determine the relationship between the quality of airline service attributes and overall satisfaction. Although a number of relevant studies have reported a linear relationship (or symmetric effect) between the two concepts, this work suggests that attribute quality exerts heterogeneous effects on satisfaction or dissatisfaction. A total of 157,035 consumer data from online reviews have been analyzed to achieve the research objective. In accordance with Herzberg, Mausner, and Snyderman's (1959) two-factor theory, the findings of this research have determined that the quality of certain service attributes, such as cleanliness, food and beverages, and in-flight entertainment, affects the variations of positive ratings as a satisfier. Other airline service attributes, such as customer service and check-in and boarding, influence the deviations of negative ratings as a dissatisfier. Apart from airline attributes, the individual features and types of airline products have been estimated to improve the understanding of such relationships. In this regard, this study provides important implications to customer-centric marketing in an airline marketplace.

Original languageEnglish
Article number104163
JournalTourism Management
Publication statusPublished - Dec 2020


  • Airline attributes
  • Airline industry
  • And service satisfaction
  • Asymmetric effects
  • Service quality

ASJC Scopus subject areas

  • Development
  • Transportation
  • Tourism, Leisure and Hospitality Management
  • Strategy and Management


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