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Journal cover: Managing Service Quality

Managing Service Quality

ISSN: 0960-4529

Online from: 1991

Subject Area: Managing Quality

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Service quality in the US airline industry: progress and problems


Document Information:
Title:Service quality in the US airline industry: progress and problems
Author(s):Dawna L. Rhoades, (Dawna L. Rhoades, Blaise Waguespack Jr and Eric Treudt are all based at Embry-Riddle Aeronautical University, Daytona Beach, Florida, USA), Blaise Waguespack Jr, (Blaise Waguespack Jr and Eric Treudt are all based at Embry-Riddle Aeronautical University, Daytona Beach, Florida, USA), Eric Treudt, (Eric Treudt are all based at Embry-Riddle Aeronautical University, Daytona Beach, Florida, USA)
Citation:Dawna L. Rhoades, Blaise Waguespack Jr, Eric Treudt, (1998) "Service quality in the US airline industry: progress and problems", Managing Service Quality, Vol. 8 Iss: 5, pp.306 - 311
Keywords:Service quality, TQM, US airlines
Article type:Research paper
DOI:10.1108/09604529810235763 (Permanent URL)
Publisher:MCB UP Ltd
Abstract:After over a decade of cost cutting, US airlines are turning their attention to issues of quality. This study examined the service quality of 26 US airlines for the period 1987-1996 using data from the Department of Transportation’s Air Travel Consumer Report. The results indicate that there has been improvement in the service quality of the industry overall, although most of it occurred during the early part of this study. Further, there are significant differences between the service quality of major and regional airlines. Regional airlines performed much worse on all measures of service quality.



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