تجربه مشتری - تجزیه و تحلیل مفهوم و عملکرد آن در برندهای هواپیمایی

The elements of the airline passenger journey most strongly related to overall satisfaction, loyalty and advocacy were, for most airlines, cabin features followed by crew (for satisfaction) and inflight food and drink (for loyalty and advocacy). The analysis did not identify strong effects from the impact of airline continent, individual airline and flight class. The relationships between the passengers’ satisfaction ratings for specified elements of the journey and the overall satisfaction, loyalty and advocacy were not moderated by flight class.