Leadership Impact on Cabin Crew Compliance and Passenger Satisfaction in Civil Aviation

• Author(s): Maida Nkonye Asata ; Daphine Nyangoma ; Chinelo Harriet Okolo
• Paper ID: 1709386
• Page: 153-168
• Published Date: 30-09-2020
• Published In: Iconic Research And Engineering Journals
• Publisher: IRE Journals
• e-ISSN: 2456-8880
• Volume/Issue: Volume 4 Issue 3 September-2020

Abstract

The civil aviation industry operates within a high-stakes environment where safety, service quality, and operational efficiency are paramount. Within this context, leadership plays a critical role in shaping the behavior and performance of cabin crew, which directly influences both regulatory compliance and passenger satisfaction. This study investigates the impact of leadership styles and practices on cabin crew compliance with safety protocols and their ability to deliver exceptional passenger service. Drawing from transformational and transactional leadership theories, the research explores how leadership communication, decision-making, and support systems affect crew adherence to aviation safety regulations and customer service standards. A mixed-methods approach was adopted, involving surveys and interviews with cabin crew members and supervisory personnel across multiple airlines. The findings indicate a strong correlation between effective leadership particularly transformational leadership and higher levels of crew compliance and customer satisfaction. Leaders who model ethical behavior, offer continuous feedback, and empower their team were found to enhance cabin crew morale, reduce errors, and promote a culture of accountability and professionalism. Furthermore, consistent and empathetic leadership was linked to improved problem-solving during in-flight incidents, better conflict resolution with passengers, and overall positive travel experiences. The study also highlights the mediating role of crew engagement and organizational support in translating leadership behaviors into compliant and customer-focused actions. The implications suggest that airline management must prioritize leadership development and invest in training programs that equip supervisors with the skills to inspire, guide, and monitor crew performance effectively. Ultimately, the study provides a strategic framework for airlines to align leadership practices with regulatory compliance and passenger-centric service delivery, thereby improving safety outcomes and enhancing competitive advantage in the civil aviation sector.

Keywords

Leadership Impact, Cabin Crew Compliance, Passenger Satisfaction, Civil Aviation, Transformational Leadership, Safety Protocols, In-Flight Service, Aviation Management, Airline Operations, Regulatory Adherence.

Citations

IRE Journals:
Maida Nkonye Asata , Daphine Nyangoma , Chinelo Harriet Okolo "Leadership Impact on Cabin Crew Compliance and Passenger Satisfaction in Civil Aviation" Iconic Research And Engineering Journals Volume 4 Issue 3 2020 Page 153-168

IEEE:
Maida Nkonye Asata , Daphine Nyangoma , Chinelo Harriet Okolo "Leadership Impact on Cabin Crew Compliance and Passenger Satisfaction in Civil Aviation" Iconic Research And Engineering Journals, 4(3)