Gender Perspectives on Air Passenger Satisfaction with Domestic Airport Services using the SERVQUAL Model

Abstract

As the air transportation sector has grown increasingly competitive, numerous airlines have focused on service quality to enhance customer satisfaction. Several studies have shown that gender affects the perception of customer satisfaction. Although the gender lens concept has been accepted for customer feedback, studies related to air transportation have been limited. In this study, the sex-disaggregated data on passenger satisfaction with airport domestic service has been analyzed. The study evaluates the customer satisfaction of 300 air passengers (150 males and 150 females) in Metro Manila using the SERVQUAL model. A quantitative research approach, using statistical analysis, was used to assess the satisfaction levels of male and female passengers. Results show that only technology integration and accessibility show significant gender differences in terms of customer satisfaction, with female passengers rating these factors slightly higher than male passengers. However, there are no significant gender differences in customer satisfaction concerning sex. The findings of this study underscore the importance of incorporating gender perspectives into the SERVQUAL framework to better address gender-specific needs in aviation services, providing a basis for further studies in this area.