A closer examination discovered that consumers put less emphasis
on aspect such as airline tangibles, as these were found to insignificantly
impact on customer satisfaction, thus invalidating H1.Thisresultisinconsistent
with the study of Nadiri et al. (2008). This finding implies
that airline tangible characteristics like cleanliness of airplane interior
toilets, quality of the catering and air-conditioning, comfort level of
the plane seats and design of the aircraft have less impact on the
customers' level of satisfaction with airline service quality.