IDEAS home Printed from
   My bibliography  Save this article

Evaluating the service quality of major air carriers: a DEA approach


  • Juan Carlos Martin
  • Concepcion Roman


Consumers suffer from important information asymmetries with respect to safety quality, being the case that when a passenger boards a plane she does not know whether she is choosing a safe or risky airline. However, service quality is more directly perceived by passengers. In this paper, we apply data envelopment analysis (DEA) methodology to synthesise some partial indicators of safety and service quality. We measure these quality variables by using 11 complementary indicators: three corresponding to the safety dimension and eight to the service dimension. The relative performance of each airline is discussed according to the results of these partial indicators, and DEA methodology is used to obtain a better understanding of the overall picture of safety and service quality. As consumers are usually better informed about the service quality of airlines, we will study the interrelationship between these two sides of global quality, trying to anticipate if some of the misinformation regarding air transport safety could be reduced.

Suggested Citation

  • Juan Carlos Martin & Concepcion Roman, 2010. "Evaluating the service quality of major air carriers: a DEA approach," International Journal of Applied Management Science, Inderscience Enterprises Ltd, vol. 2(4), pages 351-371.
  • Handle: RePEc:ids:injams:v:2:y:2010:i:4:p:351-371

    Download full text from publisher

    File URL:
    Download Restriction: Access to full text is restricted to subscribers.

    As the access to this document is restricted, you may want to search for a different version of it.


    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:ids:injams:v:2:y:2010:i:4:p:351-371. See general information about how to correct material in RePEc.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (Darren Simpson). General contact details of provider: .

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service hosted by the Research Division of the Federal Reserve Bank of St. Louis . RePEc uses bibliographic data supplied by the respective publishers.