Using a Bayesian meta-frontier approach to evaluate airline performance: The nexus between airline efficiency and customer satisfaction

A balanced panel of 83 airlines during 2011–2019, classified into (a) high perceived service quality and (b) low quality, was incorporated the Bayesian meta-frontier framework. Our findings were obtained from applying a novel method to data sourced ICAO Data+ Skytrax databases. We consistent efficiency meta-technology estimates, shedding light on airlines’ business models, products, services improve their customer satisfaction. Specifically, we did not identify trade-off between satisfaction airline efficiency. However, larger firms more likely achieve this dual objective. Airlines as having reported greater allocative inefficiency than low-quality counterparts. During periods with or without minor external shocks (e.g., 2011–2019), could offer premium products at reasonable prices better cost-of-service balance economy cabins, extra legroom, inflight entertainment, Internet).