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Examining airline service quality from a process perspective

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  • Chen, Fang-Yuan
  • Chang, Yu-Hern

Abstract

Airline service is composed of a set of processes. Passengers may have distinct expectations at different stages of the service chain. In this study, air travel was divided into ground and in-flight service stages. We first examined the gap between passengers’ service expectations and actual service received and the gaps associated with passenger service expectations and the perceptions of these expectations by frontline managers and employees of a Taiwanese airline. Next, importance–performance analysis was used to construct service attribute evaluation maps to identify areas for improvement. Results revealed that these gaps did exist and passengers were more concerned about the responsiveness and assurance dimensions from airline frontline staff. The tangibles dimension was considered more important when evaluating in-flight service quality than when evaluating ground service quality.

Suggested Citation

  • Chen, Fang-Yuan & Chang, Yu-Hern, 2005. "Examining airline service quality from a process perspective," Journal of Air Transport Management, Elsevier, vol. 11(2), pages 79-87.
    • Handle: RePEc:eee:jaitra:v:11:y:2005:i:2:p:79-87
    DOI: 10.1016/j.jairtraman.2004.09.002
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    References listed on IDEAS

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    1. Chang, Yu-Hern & Yeh, Chung-Hsing, 2002. "A survey analysis of service quality for domestic airlines," European Journal of Operational Research, Elsevier, vol. 139(1), pages 166-177, May.
    2. Aksoy, Safak & Atilgan, Eda & Akinci, Serkan, 2003. "Airline services marketing by domestic and foreign firms: differences from the customers’ viewpoint," Journal of Air Transport Management, Elsevier, vol. 9(6), pages 343-351.
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