The Relationship Between Service Quality and Customer Satisfaction in the Airline Industry

Abstract

This chapter aims to examine the relationship between service quality and customer satisfaction in the airline industry through a meta-analysis. To this end, a protocol was applied following the PRISMA 2009 guidelines, and the author analyzed 14 studies with a total sample size of 6552 eligible for analysis from the Web of Science (WoS) database. In this chapter, the “Fisher z” transformation was used to calculate the overall effect size. Due to the heterogeneity of the studies' effect sizes, the random effect model was used as the analysis model. The results revealed that publication bias does not pose a significant threat. In addition, a strong positive relationship between service quality and customer satisfaction was established (Cohen's d=0.765, 95% confidence interval [CI] 0.641, 0.888). This chapter contributes to the literature by increasing the validity of the existing studies and determining the overall effect size of the relationship between variables of interest by integrating the findings of 14 studies from the research domain.