Quality of services play an important role for airlines to sustain their passenger experiences and increase passenger satisfactions. It is important to explore attributes and assessment of airline service quality. Focus-group meetings with air carriers and regulators were used for collecting primary data. The review of literature relevant were incorporated to strengthen the research results. Reliability, assurance, tangible, empathy, and responsiveness are suitable for monitoring the service level along the passenger journey. PDCA cycle would be integrated to improve the level of service.
Airline Service Quality Attributes
Sustainable aviat.
International Symposium On Sustainable Aviation ; 2021 November 25, 2021 - November 27, 2021
2023-09-30
6 pages
Article/Chapter (Book)
Electronic Resource
English
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