Factors Affecting Intention to Switch and Intention to Repurchase in Premium Economy Airlines

DOI

10.2991/978-94-6239-803-0_23How to use a DOI?

Keywords

Airline tangibility; Perceived service quality; Customer satisfaction; Switching intention; Repurchase intention

Abstract

Premium economy is an expanding cabin product that targets long‑haul travelers seeking extra comfort without the full business‑class fare. This study examines how airline tangibility (e.g., cabin cleanliness, seating comfort, catering, and other in‑flight amenities) shapes perceived service quality and customer satisfaction, and how these in turn relate to switching and repurchase intentions among premium-economy passengers surveyed in this study. Using a cross‑sectional, non‑experimental design, we surveyed 314 premium‑economy passengers and analyzed the data with PLS‑SEM in SmartPLS. Tangibility strongly predicted perceived service quality (β = 0.773) and also increased satisfaction (β = 0.293). Perceived service quality enhanced satisfaction (β = 0.546). Satisfaction emerged as the key driver of behavioral intentions, positively influencing switching intention (β = 0.666) and repurchase intention (β = 0.653). Construct reliability and validity criteria were met (AVE > 0.50; HTMT < 0.90). These findings underscore the central role of tangible cabin attributes in creating perceived quality and satisfaction that foster retention and repurchase. Managerial implications for product design, cabin service, and communication are discussed, alongside study limitations and directions for future research.

Copyright

© 2026 The Author(s)

Open Access

Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Download article (PDF)

TY  - CONF
AU  - Harry Fernando Centeno Hinojosa
AU  - Ana Paula Isobe Paredes
AU  - Héctor Mendoza Cuéllar
PY  - 2026
DA  - 2026/10/16
TI  - Factors Affecting Intention to Switch and Intention to Repurchase in Premium Economy Airlines
BT  - Proceedings of the VI International Conference on Communication and Applied Technologies 2026 (ICOMTA 2026)
PB  - Atlantis Press
SP  - 244
EP  - 256
SN  - 2667-128X
UR  - https://doi.org/10.2991/978-94-6239-803-0_23
DO  - 10.2991/978-94-6239-803-0_23
ID  - CentenoHinojosa2026
ER  -