Samenvatting

This study is written to explore which in-flight service components influence the passenger satisfaction according to passengers who have taken a long-distance flight of a full-service airline from Schiphol Airport in Amsterdam. Since very few studies have been conducted to understand the influence of hospitality in the airline industry, it is useful for full-service airlines to know which in-flight service components influences passenger satisfaction. This study gives a clear picture of the overall in-flight service on-board on long-distance flights. This study has integrated nine in-flight service components, which are heart-warming, heart-assuring, heart-soothing, courtesy, appreciation, socializing, comfort, comfortable seats and legroom, and food and beverages. The findings of this study showed that only the comfort related in-flight service components actually influence passenger satisfaction, and reflect that passengers consider their comfort as the most important component during their flight. For full-service airlines it is important to improve the comfort on-board the aircraft, since this will lead to more satisfied passengers