The Influence of In-Flight Service Quality on Passenger Satisfaction: The Case of Uganda Airlines
Year: 2025
Type: article
Study design: Observational Study
Abstract: Aim of study: This study evaluates passenger satisfaction with in-flight services provided by Uganda Airlines. As a regional carrier striving to reestablish itself in East Africa's competitive aviation market, understanding customer experience is crucial for long-term viability and route expansion. So, this study aimed to bring information on customer satisfaction by customers using the airline services. Methodology: Using a structured questionnaire, data were collected from 250 randomly selected passengers traveling with Uganda Airlines. Of these, 198 completed responses were given by respondents, and they were analyzed. In-flight service elements assessed include cabin cleanliness, food and beverage, seat comfort, digital entertainment, toilet comfort, crew friendliness, and child care support. Data were analyzed using descriptive analysis, ANOVA, and multiple linear regressions. Findings: Overall satisfaction is moderate, with key areas for improvement including digital entertainment, crew engagement, and toilet hygiene. Statistically significant predictors of satisfaction were seat comfort, food quality, child care support, and crew friendliness. Conclusion: Uganda Airlines must prioritize service enhancement over route expansion if it hopes to retain and grow its passenger base.
Institution: International University of East Africa
Language: English
Domain: Social Sciences
Open Access status: bronze
OpenAlex ID: W4412732214