This paper examines the impact of different cabin class of aircraft on the relationship between air service quality and customer satisfaction.The study found that Airlines should be able to think about how to optimize customer service quality by analyzing customer perceived air service quality. By using the influence of the components of service quality on the perceived customer value and customer satisfaction, a highly efficient composite marketing strategy is implemented, and differentiated services are provided according to personality characteristics such as cockpit level. Moreover, customer satisfaction will change the attitude of consumers and will also affect consumers' willingness to participate. By improving customer satisfaction and increasing customers' willingness to purchase again, they can effectively improve customers' psychological conversion costs, reduce price sensitivity, reduce marketing failure costs, and reduce new customer creation costs, ultimately directly or indirectly affecting the company's future profitability and Economic performance. Therefore, for airlines, the implementation of a strategy centered on customer value and customer satisfaction is the continuous and effective management of customer repurchase.

Zhenjie Sun. The Influence of Class of Seat on the Relationship between Aviation Service Quality and Customer Satisfaction. International Journal of Frontiers in Sociology (2019), Vol. 1, Issue 1: 63-74. https://doi.org/10.25236/IJFS.2019.010107.

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