An Investigation of the Effects of Carrier Groups on Airline Quality Rating Components Using a Two-way Analysis of Variance

The Airline Quality Rating is a quantitative determination of the quality of U.S. domestic air carriers based on parameters published by the U.S. Department of Transportation. This article reports on a study that used a two-way analysis of variance to investigate the effects of carrier groups on airline quality rating components. The authors grouped the carriers and examined the effects of those groupings on the four individual factors that comprise the AQR: on-time arrival, denied boarding, mishandled baggage, and customer complaint frequencies. These metrics can have important effects on both airline customer loyalty and profitability. The authors focus on these four factors while also examining longitudinal effects, and conducting post-hoc difference testing. They conclude that further research using nontraditional methods (e.g., Bayesian analysis) is indicated in order to better evaluate the use of these metrics. For example, with regard to mishandled baggage, denied boardings, and customer complaints, significant differences between legacy, regional, and low-cost carriers were noted. Thus, separate econometric predictive models may be needed for managers who want to incorporate quality of service improvements.

  • Availability:
  • Authors:
    • Mott, John H
    • Avery, Branden K
  • Publication Date: 2013


  • English

Media Info

  • Media Type: Digital/other
  • Features: Figures; References; Tables;
  • Pagination: pp 103-121
  • Serial:

Subject/Index Terms

Filing Info

  • Accession Number: 01531920
  • Record Type: Publication
  • Files: TRIS
  • Created Date: Jul 26 2014 7:11PM