Browsing by Author "Namukasa, Juliet"

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    The influence of airline service quality on passenger satisfaction and loyalty: the case of Uganda airline industry
    (University of Dar es Salaam, 2012) Namukasa, Juliet
    The general objective of this study was to examine the influence of airline service quality on passenger satisfaction and loyalty. To achieve this, the research was guided by four specific objectives to which data collection was effected mainly by interview method using fully structured questionnaires. The study used random sampling technique and it covered 303 respondents on international flights using Entebbe International Airport. Data was analyzed using SPSS 16, were chi-square and regression were used to determine the relationship between variables. In Uganda there is no study that has been carried out examining the influence of airline service quality on passenger satisfaction and loyalty. Findings indicate that the quality of pre-flight, in-flight and post-flight services had a statistically significant effect on passenger satisfaction. In addition to that, passenger satisfaction as a mediating variable also had a significant effect on passenger loyalty. It was noted that passenger satisfaction differed from person to person as some were more interested in off board facilities, others onboard, others in the quality of food while others wanted more extra luggage. Now the question that come up here was that how could an airline satisfy the desires of so many people, thus this study was conducted to identify the service quality gap and propose recommendations. Therefore it is recommended that airline management should consider developing various strategies for improving service quality based on demographic characteristics of the customers such as occupation, age, gender and education level.