An Airline Quality Rating (AQR) scale is proposed that assesses the quality of the U.S. major airlines using comparable, objective, quantifiable, periodically published data that addresses customer satisfaction concerns. This data is not consumer opinion based, but has distinct performance characteristics that are specifically attuned to the consumers point of view. The AQR focuses on quantitative factors in order to provide a more reliable and objective result in assessing service quality levels across all major domestic airlines. The combining of quantifiable and readily available data provides an objective starting point for monitoring the quality of service an individual airline might be providing.


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    Title :

    Airline Quality Rating


    Contributors:
    B. D. Bowen (author) / D. E. Headley (author) / J. R. Luedtke (author)

    Publication date :

    1991


    Size :

    128 pages


    Type of media :

    Report


    Type of material :

    No indication


    Language :

    English




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