Effect of Flight Delays on Passenger Satisfaction

Theoverarching objective ofthis masterthesis was to systematically isolate, evaluate, and quantify the functional relationships governing operational flight delays and passenger satisfaction within the rapidly evolving Indian domestic aviation market. By applying an advanced econometric approach through multiple linear regression analysis, this study went beyond standard operational metrics to investigate the psychological and behavioral elements of service recovery. The empirical data (N = 384) provides clear confirmation of several key trends in consumer behavior during operational crises:                         The Baseline Impact of Delays: First, the acceptance of Alternative Hypothesis H_a1 (\beta = -0.512, p < 0.001) confirms that delay duration remains a primary driver of consumer dissatisfaction. This finding aligns with established Expectancy Disconfirmation principles, showing that time unexpected or lost creates an immediate cognitive imbalance for the passenger.    The Power of Communication: Second, and perhaps most crucially for airline management, the statistical models show that Communication Quality acts as the most powerful lever to improve passenger satisfaction during a delay (\beta = 0.412, p < 0.001). This strong positive relationship proves that while passengers are highly frustrated by scheduling disruptions, their ultimate satisfaction with the brand is determined by how transparently and regularly the airline shares information.    The Role of Interpersonal Service: Third, the confirmation of H_a3 (\beta = 0.356, p < 0.001) establishes that frontline Ground Staff Empathy is a vital defensive asset for an airline during extended disruptions. When customer service agents demonstrate high emotional intelligence and active problem-solving, they serve as an effective psychological buffer, significantly lowering customer anger.    The Limits of Material Perks: Finally, the rejection of Null Hypothesis H_04 proves that material perks— such as snacks or meal vouchers—have a much weaker impact on overall passenger satisfaction (\beta = 0.188, p = 0.007) than clear, empathetic communication. This represents a key insight for airline operations: modern travelers value honest information and professional service handling far more than standard tangible compensations.

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