An Investigation of Key Factors Influencing Aircraft Comfort Experience

  • Wenhua LiEmail author
  • Jianjie Chu
  • Bingchen Gou
  • Hui Wang
Conference paper
Part of the Advances in Intelligent Systems and Computing book series (AISC, volume 794)


Comfort has been an increasingly important issue in air travel. Passenger comfort is clearly a key variable in research on user acceptance of transportation systems, and it is related to passenger’s satisfaction and the willingness to fly again. After realizing its importance in capturing and retaining customers, a growing number of airlines are focusing on comfort. How to improve the experience of passenger comfort has become a major strategic goal for the airline management. This paper regards the passenger comfort in the aircraft cabin during the flight as an experience shaped by interaction between individual and the flight contextual situation. The aim of this study is prioritizing the factors affecting the passenger comfort experience, and sorts these factors into different categories. Firstly, the paper undertakes a systematic literature review to distinguish key critical factors affecting the aircraft passenger comfort, then classifies the factors into five categories by Kano model. At last, the managerial implication is given based on the result. The findings of this research provide important implications for the designers and airline managers and help them better understand the passenger comfort experience. The result can be used as a reference of symmetrically designing the aircraft interior and reasonably allocating the human and material resource.


Comfort Air travel Passenger experience Kano 



The authors express special thanks to the participating passengers for their time and efforts. The authors would like to acknowledge support for this work from civil aircraft special scientific research program, China (Grant No. MJ-2015-F-018). The study is partly supported by the 111 Project, Grant No. B13044.


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Copyright information

© Springer International Publishing AG, part of Springer Nature 2019

Authors and Affiliations

  • Wenhua Li
    • 1
    Email author
  • Jianjie Chu
    • 1
  • Bingchen Gou
    • 1
  • Hui Wang
    • 1
  1. 1.Shaanxi Engineering Laboratory for Industrial DesignNorthwestern Polytechnical UniversityXi’anPeople’s Republic of China

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