Airline service quality evaluation: A review on concepts and models
Journal Title: Economics, Management and Sustainability - Year 2017, Vol 2, Issue 2
Abstract
This paper reviews different major service quality concept and models which led to great developments in evaluating service quality with focusing on improvement process of the models through discussing criticisms of each model. Criticisms against these models are discussed to clarify development steps of newer models which led to the improvement of airline service quality models. The precise and accurate evaluation of service quality needs utilizing a reliable concept with comprehensive criteria and effective measurement techniques as the fundamentals of a valuable framework. In this paper, service quality models improvement is described based on three major service quality concepts, the disconfirmation, performance and hierarchical concepts which are developed subsequently. Reviewing various criteria and different measurement techniques such a statistical analysis and multi-criteria decision making assist researchers to have a clear understanding of the development of the evaluation framework in the airline industry. This study aims at promoting reliable frameworks for evaluating airline service quality in different countries and societies due to economic, cultural and social aspects of each society.
Authors and Affiliations
Navid Haghighat
Keywords
Related Articles
- EP ID EP247232
- DOI 10.14254/jems.2017.2-2.4
- Views 72
- Downloads 0
Solving the problem of concentration of agricultural lands by agricultural holdings from the perspective of rural development
The development of rural areas largely depends on the activities of local agricultural enterprises. It is expedient to consider the impact of agricultural holdings on the development of rural areas, taking into account t...
Development of family leisure activities in the hotel and restaurant businesses: Psychological and pedagogical aspects of animation activity
The development of family leisure activities in the hotel and restaurant businesses with consideration of psychological and pedagogical aspects of animation activity is an actual task facing modern managers. The purpose...
The impact of active labor market policies on the employment outcomes of youth graduates in the Tunisian governorates
In this paper, we analyze the impact of determinant factors on the employment of youth graduates in Tunisian governorates, and the effectiveness of active labor market policies. Our main objective is to identify the rela...
Challenge of mitigating bank frauds by judicious mix of technology: Experience of a developing country
Banks are the engines that drive the operations in the financial sector, money markets and growth of an economy. With the rapidly growing banking industry in India, frauds in banks are also increasing fast, and fraudster...
Economy of Ukraine: The analysis of the innovative way of the development
Ukraine, unfortunately, is the poorest in Europe, being one of the largest territories and populations in it. After 25 years of independence, it de jure and de facto did not get independence, turning into a country – a b...