Ekonomska misao i praksa, , 2026.
Pregledni rad
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
; Univerzitet u Sarajevu, Bosna i Hercegovina, Fakultet za saobraćaj i komunikacije
Muamer Kosovac
; Zavod zdravstvenog osiguranja Kantona Sarajevo, Bosna i Hercegovina
Šeila Šumar
; Univerzitet u Sarajevu, Bosna i Hercegovina, Fakultet za saobraćaj i komunikacije
Adisa Medić
orcid.org/0000-0002-9317-8638
; Univerzitet u Sarajevu, Bosna i Hercegovina, Fakultet za saobraćaj i komunikacije
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* Dopisni autor.
Sažetak
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.
Ključne riječi
Customer Satisfaction; Service Quality; Air Transport; Logistic Regression; Modeling
Hrčak ID:
341754
URI
Datum izdavanja:
18.12.2025.
Posjeta: 1.377 *