A hierarchical model of service quality in the airline industry

The purpose of this study is to enhance understanding of service quality in the airline industry by developing a conceptual framework and measurement scale. Based on an extensive literature review, qualitative and empirical research, a hierarchical model of service quality for the airline industry is proposed. Analysis of data from 544 passengers indicates that the proposed model fits the data well. Reliability and validity of the measurement scale are established using a pilot test and the substantive survey. This study extends the literature on service quality in the fields of transportation management by providing a comprehensive framework and measurement scale. Theoretical and managerial implications are discussed.