Effect Of Passenger Perception Of In-Flight Safety And Security Procedures On Their Satisfaction: The Moderating Role Of Safety Knowledge

Abstract

The objective of this pilot study is to examine the effect of passenger perception of flight
attendants’ safety and security duties during normal operation and how the moderating role of
passenger’s knowledge of safety protocols and purposes affects passenger satisfaction.. While
safety and security is a basic human need, safety measures might not be followed in circumstances where the reasons for the safety measures are unclear. This study’s hypotheses were tested using 40 samples, which were 40 residents of Bangkok. The result from the regression analysis suggests that the level of passenger’s safety knowledge significantly moderated the relationship between passenger perception of in-flight safety and security procedures and their satisfaction. These findings suggest some implications regarding the requirement of in-flight safety and security procedures for the airlines and government.