This finding indicates that changing in service quality and price will lead to 46.4% changingin customer satisfaction.
Although these four independent variables are important ininfluencing customer satisfaction as indicated by their variance explained, the effect of independent variables on customer satisfaction varies.
Employee attitude and price aresignificant determinants of customer satisfaction in both airlines, while promptness andacuracy factor only significant in low cost airline and phyical evident only significant in fullservice airlines.
These findings indicate that the research hypothesis developed is partiallysupported.