The study examines issues related to service quality in the commercial airline industry. The results of an empirical study of commercial airline travelers (both business and leisure), utilizing data collected on two air carriers, are presented. The results indicate that current levels of service quality are low. Tangible aspects (i.e., legroom) of the air travel experience received the lowest evaluation, while those elements related to human interaction received the highest. Significant differences were found to exist between business and leisure travelers' perceptions of service quality and between travelers on different airlines. Airline passengers were also found to possess low level of customer loyalty to the airlines they had recently flown on.


    Zugriff

    Zugriff prüfen

    Verfügbarkeit in meiner Bibliothek prüfen

    Bestellung bei Subito €


    Exportieren, teilen und zitieren



    Titel :

    Determinants of Service Quality in the Commercial Airline Industry:


    Untertitel :

    Differences Between Business and Leisure Travelers


    Beteiligte:

    Erschienen in:

    Erscheinungsdatum :

    04.04.1994




    Medientyp :

    Aufsatz (Zeitschrift)


    Format :

    Elektronische Ressource


    Sprache :

    Unbekannt




    The commercial airline industry

    Nason, Scott D. | Elsevier | 1977


    Airline Service Quality Attributes

    Sakburanapech, Araya / Thongpa, Narinisara / Otanalai, Prawit | Springer Verlag | 2023


    Passenger ride quality determined from commercial airline flights

    Richards, L. G. / Kuhlthau, A. R. / Jacobson, I. D. | NTRS | 1975