Review article

https://doi.org/10.17818/EMIP/2025/54

MODELING THE IMPACT OF SERVICE QUALITY ON PASSENGER SATISFACTION IN AIR TRANSPORT USING LOGISTIC REGRESSION

Amel Kosovac ; University of Sarajevo, Bosna and Herzegovina, Faculty of Traffic and Communications
Muamer Kosovac ; Health Insurance Institute of Sarajevo Canton, Bosna and Hercegovina
Šeila Šumar ; University of Sarajevo, Bosna and Hercegovina, Faculty of Traffic and Communications
Adisa Medić orcid.org/0000-0002-9317-8638 ; University of Sarajevo, Bosna and Hercegovina, Faculty of Traffic and Communications *

* Corresponding author.

Abstract

This study examines how various dimensions of service quality influence passenger satisfaction in air transport, applying binary logistic regression to quantify the contribution of individual service attributes. The analysis includes Online Boarding, Seat Comfort, Legroom Service, Inflight Entertainment, Inflight Wi-Fi Service, Check-in Service, Baggage Handling, Food and Drink, Gate Location, and On-board Service. The results show that Online Boarding, Legroom Service, Inflight Entertainment, and On-board Service have the strongest association with satisfaction, while Food and Drink, Gate Location, and Baggage Handling exhibit smaller but statistically significant effects. Although the model demonstrates overall stability, its accuracy is lower among passengers with extremely positive or negative evaluations. Future research should integrate additional explanatory variables and advanced analytical techniques to improve predictive performance.

Keywords

Customer Satisfaction; Service Quality; Air Transport; Logistic Regression; Modeling

Hrčak ID:

341754

URI

https://hrcak.srce.hr/341754

Publication date:

18.12.2025.

Article data in other languages: croatian

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