JUDGING A BOOK BY ITS COVER: THE RELATIONSHIP BETWEEN SERVICE AND SAFETY QUALITY IN US NATIONAL AND REGIONAL AIRLINES

The general public perception is that service quality among US airlines has declined significantly since deregulation, however, there is continuing debate among experts on the effect of deregulation on safety quality. Unlike safety quality, service quality is more visible to the traveling public. It is not clear, however, whether service quality is a food indicator of safety quality. We addressed this issue by examining the service and safety quality of 20 US regional carriers for 1991-1997. Service and safety rates were calculated for each carrier. Then carriers were ranked on service and quality. Spearman's rho correlations were calculated on these lists. The results indicate that for four of these seven years the Spearman's rho was significant indicating that service quality is an excellent indicator of overall safety quality among US national and regional carriers.

  • Availability:
  • Corporate Authors:

    Elsevier

    The Boulevard, Langford Lane
    Kidlington, Oxford  United Kingdom  OX5 1GB
  • Authors:
    • Rhoades, D L
    • Waguespack, B
  • Publication Date: 2000-4

Language

  • English

Media Info

Subject/Index Terms

Filing Info

  • Accession Number: 00792852
  • Record Type: Publication
  • Files: TRIS
  • Created Date: May 27 2000 12:00AM