The importance of this factor indicates that the human factor is very important in determining both for safety and comfortof the flight (Babbar & Koufteros, 2008), although the airline industry is a highly technology industry.
Thus, the passagers always expect that the airlines have employess with positiveattitude that will lead customer to be more confidence that the flight is safe (Babbar &Koufteros, 2008).
With this explanation, it is plausible that how well the employees provideservices is an important factor in determining customer satisfaction.