Factors of Human Interaction on the Path to Passenger Satisfaction, Perceived Value, and Intention to Recommend in Airlines

Sadiye Oya Işıkcı

doi:10.30518/jav.1320102

Factors of Human Interaction on the Path to Passenger Satisfaction, Perceived Value, and Intention to Recommend in Airlines

Abstract

Intense competition, high costs, and elevated customer expectations characterise civil aviation passenger transportation. It is widely accepted that passenger satisfaction is one of the key achievements in gaining a competitive advantage in this industry. While various factors influence passenger satisfaction, the airline industry inherently requires intensive interaction and communication between cabin crew and passengers, as services are delivered on an individual basis. Cabin services, therefore, play a significant role in the emergence of this satisfaction. This study focuses on four dimensions of human interaction points during service delivery in the cabin: individual care, helpfulness, politeness, and promptness. The aim is to determine domestic passengers’ opinions regarding these variables. Additionally, the study aims to statistically determine the impact of each of these variables on passenger satisfaction and the effects of passenger satisfaction on perceived value and intention to recommend. To achieve these objectives, an online survey was conducted using a quantitative research method, and a convenience sampling technique provided access to 405 respondents’ answers. The collected data were coded and analysed using the SPSS software. The empirical findings obtained through statistical analysis emphasise the importance of airline companies focusing on human factors to enhance customer satisfaction. The research statistically confirms the positive effect of human interaction points such as individual attention, helpfulness, courtesy, and promptness by cabin crew members on passenger satisfaction, as well as the audience of passenger satisfaction on perceived value and intention to recommend. Despite the increasing interest in service quality in the airline industry, the effects of various aspects of human interaction on passenger satisfaction, perceived value, and recommendation intention have been limitedly examined. Therefore, this study aims to fill this gap by addressing the interpersonal interaction dynamics between cabin crew and passengers. Based on these findings, the study provides some assessments that can contribute to the literature and the aviation industry.

Keywords

References

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Details

Primary Language

English

Subjects

Business Administration, Air Transportation and Freight Services

Journal Section

Research Article

Authors

Sadiye Oya Işıkcı ^*
0000-0002-1107-3550
Türkiye

Early Pub Date

October 18, 2025

Publication Date

October 19, 2025

Submission Date

June 14, 2025

Acceptance Date

September 12, 2025

Published in Issue

Year 2025 Volume: 9 Number: 3

DOI

https://doi.org/10.30518/jav.1320102

IZ

https://izlik.org/JA68UU64EU

Cite

RIS / Bibtex

APA

Işıkcı, S. O. (2025). Factors of Human Interaction on the Path to Passenger Satisfaction, Perceived Value, and Intention to Recommend in Airlines. Journal of Aviation, 9(3), 528-537. https://doi.org/10.30518/jav.1320102

AMA

1.Işıkcı SO. Factors of Human Interaction on the Path to Passenger Satisfaction, Perceived Value, and Intention to Recommend in Airlines. JAV. 2025;9(3):528-537. doi:10.30518/jav.1320102

Chicago

Işıkcı, Sadiye Oya. 2025. “Factors of Human Interaction on the Path to Passenger Satisfaction, Perceived Value, and Intention to Recommend in Airlines”. Journal of Aviation 9 (3): 528-37. https://doi.org/10.30518/jav.1320102.

EndNote

Işıkcı SO (October 1, 2025) Factors of Human Interaction on the Path to Passenger Satisfaction, Perceived Value, and Intention to Recommend in Airlines. Journal of Aviation 9 3 528–537.

IEEE

[1]S. O. Işıkcı, “Factors of Human Interaction on the Path to Passenger Satisfaction, Perceived Value, and Intention to Recommend in Airlines”, JAV, vol. 9, no. 3, pp. 528–537, Oct. 2025, doi: 10.30518/jav.1320102.

ISNAD

Işıkcı, Sadiye Oya. “Factors of Human Interaction on the Path to Passenger Satisfaction, Perceived Value, and Intention to Recommend in Airlines”. Journal of Aviation 9/3 (October 1, 2025): 528-537. https://doi.org/10.30518/jav.1320102.

JAMA

1.Işıkcı SO. Factors of Human Interaction on the Path to Passenger Satisfaction, Perceived Value, and Intention to Recommend in Airlines. JAV. 2025;9:528–537.

MLA

Işıkcı, Sadiye Oya. “Factors of Human Interaction on the Path to Passenger Satisfaction, Perceived Value, and Intention to Recommend in Airlines”. Journal of Aviation, vol. 9, no. 3, Oct. 2025, pp. 528-37, doi:10.30518/jav.1320102.

Vancouver

1.Sadiye Oya Işıkcı. Factors of Human Interaction on the Path to Passenger Satisfaction, Perceived Value, and Intention to Recommend in Airlines. JAV. 2025 Oct. 1;9(3):528-37. doi:10.30518/jav.1320102

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