Service quality in the US airline industry: progress and problems

Emerald - 1998
Dawna L.Rhoades1, BlaiseWaguespack2, EricTreudt3
1Dawna L. Rhoades, Blaise Waguespack Jr and Eric Treudt are all based at Embry‐Riddle Aeronautical University, Daytona Beach, Florida, USA
2Blaise Waguespack Jr and Eric Treudt are all based at Embry‐Riddle Aeronautical University, Daytona Beach, Florida, USA
3Eric Treudt are all based at Embry‐Riddle Aeronautical University, Daytona Beach, Florida, USA

Tóm tắt

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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