Abstract:
This study investigates whether personal commitment moderates the effect of aerospace education on
service experience through quality design. A cross-sectional study using a close-ended questionnaire was
administered to a sample of 174 aviation students of Moi University, Kenya. Moderated mediation
analyses were conducted using the PROCESS macro in order to investigate the relationship among
variables. The results showed that the association between aerospace education and service experience
was significant, and this association was mediated by quality design. The mediated effect of quality design
was moderated by personal commitment. Based on the findings, companies involved in aviation should
focus on improving the good environment of the service encounter (i.e., education, quality design and
commitment) to enhance service experience. The findings made a contribution in terms of allowing us
to understand the factors that can enhance service experience in the aviation industry.
