The Effect of the Education and Training on Service Quality, Customer Satisfaction and Loyalty in Airline Industry

Abstract

This study examines on the education and training of an airlines’ ground staff. Also it studies on employees’perceived service quality that can make an influence on customer satisfaction and loyalty. After searching the education and training and service quality through the literature reviews related to the subject, established is a framework of an empirical study about the subject of study. In order to achieve the purpose of this study, the survey method is conducted to the airlines’ground staff members and the time frame and the target subjects are set. Collected data is used for frequency analysis, reliability analysis, factor analysis, regression analysis and with the SPSS 21.0 for a statistical package program. The study results are shown as follows: first, education and training have a positive influence on the five factors of the service quality. Second, employees’perceived service quality show positive impacts on customer satisfaction and loyalty. The majority of studies on airline employee training have focused on the cabin crew. As a result, the number of studies involving ground staff is lacking. This study therefore aims to empirically verify the relationship between training of ground staff, service quality, and customer satisfaction. Given the difficulties in accessing customers for their feedback, few studies have been conducted on the effects of employee training on customer satisfaction. This empirical study used questionnaires, which are administered to airline employees and customers via one-to-one interviews, to provide theoretical and practical implications of the findings.