Service quality in the US airline industry: progress and problems
Managing Service Quality: An International Journal
ISSN: 0960-4529
Article publication date: 1 October 1998
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.
Keywords
Citation
Rhoades, D.L., Waguespack, B. and Treudt, E. (1998), "Service quality in the US airline industry: progress and problems", Managing Service Quality: An International Journal, Vol. 8 No. 5, pp. 306-311. https://doi.org/10.1108/09604529810235763
Publisher
:MCB UP Ltd
Copyright © 1998, MCB UP Limited