An Exploratory Research on Level of Passengers’ Satisfaction towards Domestic Flight Services of Ethiopian Airline ( With Special Reference to Assosa Airport , Benishangul Gumuz Region , Ethiopia )

Dr. A Gajendran Shanthi, Berihun Muche


Nowadays huge competition is there in all kinds of business sectors. However, the various service sectors need to be concentrated more in satisfying their customers. The business sectors have to give more attention towards their competitor’s business operations. Preferably the service sector should understand the fundamental and adequate needs, wants, attitude, behaviour, taste and preferences of their customers. Out of all Service sectors, Airlines service is one of the familiar sector and most important transportation business for all countries and nowadays they are suffering a lot because of high cost of maintenance, Providing adequate Security, providing enough and satisfactory salary to their working personnel, satisfying their passengers’ and also there is a force to face huge competition to safeguard their survival in airline sector. Airline service sectors have to believe and concentrate to satisfy their customers at the optimal level to promote their business and to retain them. The core area of the airline business is Quality service, Passengers satisfaction, Survival and future growth and Cost reduction. On the other hand, service quality is typically defined in terms of Airline Passengers ‘satisfaction. The core objective of this study is to measure the service quality and its subsequent effect on passengers’ satisfaction towards Domestic Ethiopian Airline Service. To satisfy the above research needs, the researchers have assessed the attitude of airline passengers towards the quality service of Domestic Ethiopian airline. The sampling method used for this research study is Convenience Sampling method. Sample size used for this study is 100 respondents who have travelled or travelling in Ethiopian airline’s domestic flights from Assosa airport to Addis Ababa airport were taken as a respondent, but finally one questionnaire was defective and the 99 samples were collected. A questionnaire was designed and categorised in to 4 different parts like demographical factors, level of satisfaction, service quality assessment attributes, cause of dissatisfaction in order to examine service quality of airline industry. To the appropriate level this research paper is analysed with the motto of expressing the opinion of passengers’ level of satisfaction, quality standards of Domestic Ethiopian Airline etc.


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ISSN : 2251-1547