Expectations and Perceptions in Airline Services: An Analysis Using Weighted SERVQUAL Scores
This study measures airline service quality based on data collected at a Turkish airline using SERVQUAL scores weighted by loadings derived from factor analysis. The results demonstrated that “responsiveness” dimension is the most important, while “availability” is the least important element of quality. Passengers’ educational level is an important variable affecting their expectations and perceptions. Additionally, passengers’ gap scores significantly differed by their educational level, frequency of flight, and flight purposes.
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Availability:
- Find a library where document is available. Order URL: http://worldcat.org/oclc/31005945
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Supplemental Notes:
- Abstract reprinted with permission from Elsevier.
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Authors:
- Pakdil, Fatma
- Aydin, Ozlem
- Publication Date: 2007-7
Language
- English
Media Info
- Media Type: Print
- Features: References; Tables;
- Pagination: pp 229-237
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Serial:
- Journal of Air Transport Management
- Volume: 13
- Issue Number: 4
- Publisher: Elsevier
- ISSN: 0969-6997
- Serial URL: http://www.sciencedirect.com/science/journal/09696997
Subject/Index Terms
- TRT Terms: Airlines; Data collection; Factor analysis; Flight; Perception; Quality of service
- Uncontrolled Terms: Expectations; Gap analysis; Weighted scores
- Geographic Terms: Turkey
- Subject Areas: Aviation; Safety and Human Factors;
Filing Info
- Accession Number: 01055166
- Record Type: Publication
- Files: TRIS
- Created Date: Aug 23 2007 10:40AM