Evaluation of the service quality of airline

Journal of Harbin Institute of Technology (New Series)

Volumn 15, Issue SUPPL., 2008, Pages 334-337

  Chou, Chienchang ^a  

^a NATIONAL KAOHSIUNG UNIVERSITY OF APPLIED SCIENCES   (Taiwan)

Author keywords

Airline; Evaluation; Service quality; SERVQUAL method

Indexed keywords

INDUSTRIAL MANAGEMENT; MATHEMATICAL MODELS; OPERATIONS RESEARCH; QUALITY MANAGEMENT; QUALITY OF SERVICE;

AIRLINE SERVICE; QULITY EVALUATION; SERVICE ASSESSMENT MODEL; SERVICE QUALITY; SERVQUAL METHOD;

AIR TRANSPORTATION;

EID: 44449107110     PISSN: 10059113     EISSN: None     Source Type: Journal    
DOI: None     Document Type: Article

References (21)

1. ZEITHAML V A, PARASURAMAN A, BERRY L. L. Developing quality service: balancing customer perception and expectations. New York: The Free Press, 1990.
2. ZEITHAML V A, BERRY L L, PARASURAMAN A. The behavioral consequences of service quality. Journal of Marketing, 1996, 60: 31-52.
3. O'CONNOR S, TRINH H, SHEWCHUK R. Perceptual gaps in understanding patient expectations for health care service quality. Health Care Management Review, 2000, 25: 7-23.
4. PARASURAMAN A, ZEITHAML V A, BERRY L L. SERVQUAL: a multiple item scale for measuring consumer perceptions of service quality. Journal of Retailing, 1988, 64: 12-40.
5. GRONROOS C. Service management and marketing: managing the moments-of-truth in service competition. Lexington Books, Lexington, M. A., 1990.
6. AKSOY S, ATILGAN E, AKINCI S. Airline services marketing by domestic and foreign firms: differences from the customers' viewpoint. Journal of Air Transport Management, 2003, 9: 343-351.
7. BUTLER G F, KELLER M R. The cost-constrained global airline industry environment: what is quality?, Transportation Quarterly, 1992, 46: 599-618.
8. OSTROWSKI P L, O'BRIEN T V, GORDON G. Service quality and customer loyalty in the commercial airline industry. Journal of Travel Research, 1993, 32: 16-24.
9. BUREAU OF TRANSPORT AND COMMUNICATIONS ECONOMICS, International aviation trends and issues. Australian Government Publishing Service, Canberra, 1994.
10. TSAUR S H, CHANG T Y, YEN C H. The evaluation of airline service quality by fuzzy MCDM. Tourism Management, 2002, 23: 107-115.
11. GILBERT D, WONG R K C. Passenger expectation and airline service: a Hong Kong based study. Tourism Management, 2003, 24: 519-532.
12. PARK J, ROBERTSON R, WU C. The effect of airline service quality on passengers' behavioral intentions: a Korean case study. Journal of Air Transport Management, 2004, 10: 435-439.
13. GOURDIN K. Bringing quality back to commercial travel. Transportation Journal, 1988, 27: 23-29.
14. STERN A A. Pricing and differentiation strategies. Planning Review, 1989, 17: 30-34.
15. MORASH E A, OZMENT J. Toward management of transportation service quality. Logistics and Transportation Review, 1994, 30: 115-140.
16. ELLIOTT K M, ROACH D W. Service quality in the airline industry: are carriers getting an unbiased evaluation from consumers?, Journal of Professional Services Marketing, 1993, 9: 71-82.
17. TRUITT L J, HAYNES R. Evaluating service quality and productivity in the regional airline industry. Transportation Journal, 1994, 33: 21-32.
18. BOWEN B, HEADLEY D. Air travel consumer report: the airline quality rating 2000. US Department of Transportation, Washington, DC, 2000.
19. SULTAN F, SIMPSON M C. International service variants: airline passenger expectations and perceptions of service quality. Journal of Services Marketing, 2000, 14: 188-216.
20. PARK J. Passenger perceptions of service quality: Korean and Australian case studies. Journal of Air Transport Management, 2007, 13: 238-242.
21. PAKDIL F, AYDIN O. Expectations and perceptions in airline services: an analysis using weighted SERVQUAL scores. Journal of Air Transport Management, 2007, 13: 229-237.