Year: 2021
Type: article
Study design: Observational Study
Abstract: With more and more passengers choosing to fly by air, how to improve customer in-flight experience becomes an important issue for airlines. Digitalization has changed the way people enjoy their lives and it also has impacted on airline\x92s business strategy. Thus, it is worth to investigate how digitalization impacts on passengers’ in-flight preference. Due to the different strategy, inflight entertainment (IFE) system has different application in low-cost airlines and full-service airlines. In order to balance the cost and revenue of airlines, a customer satisfied survey about IFE has been conducted to investigate how passengers value IFE when they travel by air. Since more than 1/3 of respondents thought IFE was an important element when they taking flights, it is meaningful to provide passengers with IFE systems to improve their satisfaction. Thus, based on passengers\x92 needs, more types of movies and TV programs, personality functions, earphones, and other elements could be added to IFE systems to enhance customer in-flight experience.
Source: Transportation research procedia
Authors: Jiezhuoma La, Cornelis Bil, Iryna Heiets
Institution: RMIT University
Language: English
Domain: Social Sciences
Open Access status: diamond
OpenAlex ID: W3203083996