Consumer's Socio-Demographic Characteristics and Satisfaction with Services in the Airline Industry

ABSTRACT

In view of its importance in successful marketing, understanding what determines customer satisfaction and knowing what variables and/or factors relate to it is an on-going preoccupation of researchers and practitioners alike. What is investigated in this paper is whether demographic variables influence customer satisfaction with services in the airline industry the way they influence several other aspects of consumer behavior. Findings of the empirical research that was carried out revealed that, while age and household income had no apparent influence on satisfaction, gender, occupation, education, and marital status tend to exert significant influence on customer satisfaction with airline services. Managerial implications of this result are discussed, and directions for future research are suggested.

Key Words:

• Services marketing
• customer satisfaction
• demographics
• airline industry
• consumer behavior