Cabin Crew Physical Attractiveness on Customer Satisfaction, Loyalty, And Customer Perceived Values

Abstract Book of the 7th International Conference on Tourism Management and Hospitality

Year: 2026

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Cabin Crew Physical Attractiveness on Customer Satisfaction, Loyalty, And Customer Perceived Values

Ashwinee Lakshmi Devi Chady

ABSTRACT:

This research investigates the influence of cabin crew’s physical attractiveness and service quality on customers’ perceived value, satisfaction, and loyalty within the airline organization. Data were gathered from 142 airline passengers using a structured, self-administered questionnaire with seven-point Likert-scale items. The data analysis was conducted using IBM SPSS and included reliability assessment, descriptive statistics, Pearson’s correlation, multiple regression, and independent-samples t-tests and ANOVA.
The reliability analysis revealed a strong consistency across all constructs. Descriptive results revealed that participants evaluated the physical attractiveness of cabin crew and service quality positively. On the contrary, their perceptions of customer perceived value, satisfaction, and loyalty were moderate. The correlation analysis acknowledged significant positive relationships among the variables. The regression analysis indicated that both physical and service quality had a significant, positive effect on customer-perceived value. However, they did not have a significant influence on customer satisfaction after customer-perceived value was included in the analysis. Customer perceived value was found to be the strongest predictor of customer satisfaction.
Additionally, both customer satisfaction and customer-perceived value were found to significantly predict customer loyalty. Physical attractiveness and service quality did not directly affect customer loyalty. These results imply that passengers’ intentions to remain loyal are principally formed by perceived value and satisfaction rather than by service attributes alone.
In summary, the study highlights the importance of customer-perceived value and customer satisfaction in developing long-term customer loyalty in the airline industry, contributing to theoretical perspectives and practical implications for managing airline services.

Keywords: Cabin Crew, Physical Attractiveness, Service Quality, Perceived Value, Customer Satisfaction, Customer Loyalty, Aviation Industry