Article ID | Journal | Published Year | Pages | File Type |
---|---|---|---|---|
1031257 | Journal of Air Transport Management | 2007 | 9 Pages |
Abstract
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.
Related Topics
Social Sciences and Humanities
Business, Management and Accounting
Strategy and Management
Authors
Fatma Pakdil, Özlem Aydın,