This study examined the service quality of 25 U.S. airlines (1987-1996) using data from the Department of Transportation's Air Travel Consumer Report. After a total quality and total complaint rate was calculated for these airlines, a 95 percent confidence interval was placed around the yearly and company means calculated to examine those cases that were significantly different from the mean. Results indicate that while the major carriers are converging toward a higher level of quality, there continues to be significant yearly variation. The service quality of regional carriers was much lower than major carriers and showed much greater variation.


    Zugriff

    Zugriff über TIB

    Verfügbarkeit in meiner Bibliothek prüfen


    Exportieren, teilen und zitieren



    Titel :

    Service Quality in the U.S. Airline Industry: Variations in Performance Within Airlines and Between Airlines and the Industry


    Beteiligte:


    Erscheinungsdatum :

    01.03.2000


    Medientyp :

    Sonstige


    Format :

    Keine Angabe


    Sprache :

    Englisch




    Airlines within airlines: An analysis of US network airline responses to Low Cost Carriers

    Morrell, P. / Air Transport Research Society | British Library Conference Proceedings | 2005


    AIRLINES: TWA: 'THE WARRIOR AIRLINE

    Woolsey, James P. | Online Contents | 1998