The Influence of Service Quality on Passengers' Satisfaction and Loyalty. A Study on Air Malta

Abstract

This research examines and investigates the impact of service quality on airline customer satisfaction and loyalty. The researchers analyzed the secondary data and exercised personal observation to identify the nature of the relationship between service quality and customer satisfaction, loyalty, and to study further the impact of service quality on both market share and profitability of Air Malta. In addition, the result showed an effective marketing strategy that can be offered and implemented based on further investigation and analysis of the relationship between service quality, customer satisfaction, and loyalty. Some recommendations for the management at Air Malta were suggested to help them to make better choices with special emphasis on the reliability of their services. The limitations of the research were also discussed.