Relevant bibliographies by topics / Airline Service Quality

Contents

  1. Journal articles
  2. Dissertations / Theses
  3. Books
  4. Book chapters
  5. Conference papers

Academic literature on the topic 'Airline Service Quality'

Author: Grafiati
Published: 3 June 2025
Last updated: 31 July 2025

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Journal articles on the topic "Airline Service Quality"

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Iqbal, Asif, Muhammad Sufyan, Abdul Salalm, Muhammad Ali Shaikh, and Muhammad Faizan Khan. "When Satisfaction Takes Flight: Unraveling the Impact of Passenger Satisfaction on Passenger Loyalty with the moderating role of Price Sensitivity in Airline Industry." Research Journal for Societal Issues 5, no. 3 (2023): 73–95. http://dx.doi.org/10.56976/rjsi.v5i3.138.

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The airline industry is highly competitive, and airlines need to provide high-quality services to attract and retain customers. This study examines how airline service quality, safety regulations, airline safety and empathy affect consumer satisfaction and how price sensitivity moderates this effect. Airlines must deliver high-quality services to attract and keep customers in a competitive industry. Moreover, how price sensitivity moderates the relationship between service quality and passenger satisfaction. The results indicate that airline service quality, safety requirements, safety, and em
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Min, Hokey, and Hyesung Min. "Benchmarking the service quality of airlines in the United States: an exploratory analysis." Benchmarking: An International Journal 22, no. 5 (2015): 734–51. http://dx.doi.org/10.1108/bij-03-2013-0029.

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Purpose – The purpose of this paper is to help airlines gain a better understanding of passengers’ service concerns, identify opportunities for continuous service improvement, and then develop service benchmarking standards that can be a yardstick for the airline’s competitiveness. Design/methodology/approach – This paper develops a set of target performance standards that helps airlines monitor their service delivery process, identify relative weaknesses, and take corrective actions for continuous service improvements using exploratory data analysis and competitive gap analysis. Findings – Th
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Haghighat, Navid. "Proposing a framework for airline service quality evaluation using Type-2 Fuzzy TOPSIS and non-parametric analysis." Journal of Sustainable Development of Transport and Logistics 2, no. 2 (2017): 6–25. https://doi.org/10.14254/jsdtl.2017.2-2.1.

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This paper focuses on evaluating airline service quality from the perspective of passengers' view. Until now a lot of researches has been performed in airline service quality evaluation in the world but a little research has been conducted in Iran, yet. In this study, a framework for measuring airline service quality in Iran is proposed. After reviewing airline service quality criteria, SSQAI model was selected because of its comprehensiveness in covering airline service quality dimensions. SSQAI questionnaire items were redesigned to adopt with Iranian airlines requirements and environmen
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Badanik, Benedikt, Rebeka Remenysegova, and Antonin Kazda. "Sentimental Approach to Airline Service Quality Evaluation." Aerospace 10, no. 10 (2023): 883. http://dx.doi.org/10.3390/aerospace10100883.

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This paper focuses on the analysis of traditional methods of service quality evaluation and represents a new sentimental approach to airline service quality evaluation employing user-generated content. It identifies aspects of airline service that passengers react to positively or negatively using the word cloud method—a basic straightforward exploratory analysis tool. The aim is to introduce an approach that can be implemented using freely available analytical software tools and freely available data. As a case study, authors evaluated selected airlines’ service quality using sentimental anal
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Decha, Oraphan. "IMPACT OF SERVICE QUALITY, SATISFACTION AND PASSENGERS BEHAVIOUR OF FULL-SERVICE AIRLINES OPERATING IN THAILAND." EUrASEANs: journal on global socio-economic dynamics, no. 5(18) (October 1, 2019): 65–78. http://dx.doi.org/10.35678/2539-5645.5(18).2019.65-78.

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 Airline companies today are faced with various challenges such as cutting price, managing fluctuating demand, and meeting quality requirements. In addition to these issues, intense competition in the global airline industry has intensified the importance of customer perception of service quality. Numerous studies demonstrate the dependence of airline’s market share, revenues, positive word of mouth, and customer retention on consumer perception of service quality, and in turn, on customer satisfaction and loyalty. This paper explains the relationship between service quality, satisfactio
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Idris, Sheema Liza, and Masurah Mohamad. "A Study on Sentiment Analysis on Airline Quality Services: A Conceptual Paper." Information Management and Business Review 15, no. 4(SI)I (2023): 564–76. http://dx.doi.org/10.22610/imbr.v15i4(si)i.3638.

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Airline quality service is crucial for airlines to remain competitive in the industry. The quality of the services of these airlines must meet customer satisfaction and other aspects of the overall service experience. The levels of service quality in an airline service may impact satisfaction and loyalty which may influence customer sentiment. Concerning the importance of airline quality service, customer sentiment towards the service must be investigated and one of the ways to analyze it is by using sentiment analysis. Sentiment analysis is the chosen tool nowadays to analyze comments or revi
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Al Awadh, Mohammed. "Assessing the Quality of Sustainable Airline Services Utilizing the Multicriteria Decision-Making Approach." Sustainability 15, no. 9 (2023): 7044. http://dx.doi.org/10.3390/su15097044.

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Monitoring customer satisfaction in the airline service industry is critical for improving service quality and meeting consumer expectations. Modern and comprehensive quality of service measurement tools offer firms critical information about how consumers perceive quality and their service quality expectations. It is vital to assess service quality in airline transportation, which is becoming more popular in comparison to other modes of transportation, resulting in increased competition. Businesses should know their clients well and make adjustments by properly analyzing their expectations if
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JIANG, Hongwei, Glenn S. BAXTER, and Graham WILD. "A STUDY OF CHINA’S MAJOR DOMESTIC AIRLINES’ SERVICE QUALITY AT SHANGHAI’S HONGQIAO AND PUDONG INTERNATIONAL AIRPORTS." Aviation 21, no. 4 (2017): 143–54. http://dx.doi.org/10.3846/16487788.2017.1415224.

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In a highly competitive market, service quality can be the core competitive advantage for airline’s profitability and sustained development. This paper has investigated the differences in the passengers’ expectations and perceptions of the service quality of China’s four major domestic airlines: Air China, China Southern Airlines, China Eastern Airlines, and Hainan Airlines in China’s domestic market. The results will assist airline management to improve service quality by reducing the difference. Surveys were conducted with domestic passengers at Shanghai Hongqiao Airport and Shanghai Pudong
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Bilal, Sheikh. "Airline Management and Customer Experience an Empirical Study from Indian Aviation Sector." Dec 2023 - Jan 2024, no. 41 (December 2, 2023): 1–14. http://dx.doi.org/10.55529/jsrth.41.1.14.

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In a consumer-driven industry, airlines fight for customers. This study investigates Airline Management and customer experience to attract and retain consumers. Aviation client satisfaction and trip are also assessed. Airlines must stand out with inventive management in a crowded market. Digital management, loyalty programs, pricing, and branding are airline strategies. Understanding how airlines employ these tactics to stand out in a crowded business is crucial to customer acquisition. Any airline's success hinges on customer pleasure. This research explores how airlines affect bookingto- dis
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Kılıç, Sena, and Ebru Enginkaya. "Uncovering airline service quality dimensions from passengers' online reviews: A text mining approach to validate and extend Servqual." Business & Management Studies: An International Journal 12, no. 3 (2024): 492–504. http://dx.doi.org/10.15295/bmij.v12i3.2406.

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This study investigates airline service quality dimensions by employing text-mining techniques to analyse passengers' emotional responses and experiences with airlines as reflected in their online reviews. The study aims to identify the relationship between these and SERVQUAL dimensions to confirm its reliability in the airline industry and reveal new and promising dimensions of airline service quality. The study contributes to academia by enriching literature on airline service quality and text mining applications, identifying areas for enhancement, and suggesting strategic directions for con
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Dissertations / Theses on the topic "Airline Service Quality"

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Barnes, Jonavan. "Measuring service quality in the low-cost airline industry." Thesis, University of Stirling, 2017. http://hdl.handle.net/1893/24938.

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Since the end of World War II, the service sector has expanded to encompass over 80% of the economy of most developed nations. This places an immense importance on the ability to accurately measure service outputs. However, the most precise method of measuring these outputs is still unclear. This thesis examines Service Quality as a measurement of service outputs, and tests this within an industry-specific context: the low-cost sector of the UK airline industry. This is an industry that has been facing serious challenges since market liberalisation began in 1976. This thesis recognises that of
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Lindberg, Markus, and Emma Löfgren. "Service Quality and Customer Preferences : A study of interactional service quality in the airline industry." Thesis, Umeå University, Umeå School of Business, 2009. http://urn.kb.se/resolve?urn=urn:nbn:se:umu:diva-26029.

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<p>In recent years, large efforts have been put on enhancing effectiveness in organizations. No resources are dispensable, and a dollar saved is a dollar earned. This is probably something that is rather easy to compute and control within the production sector. However, the service sector is another thing, how do we squeeze everything out of the resources in service organizations? This question caught our interest, and made us want to investigate the subject in the context of the airline business, and especially in its interaction with passengers.</p><p> </p><p>We have asked 100 respondents of
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Ali, Asmi. "Exploring lean strategy for service quality improvements in UK based airline." Thesis, Brunel University, 2016. http://bura.brunel.ac.uk/handle/2438/12733.

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As the airline industry continues to rapidly expand and evolve, today's airlines leaders are faced with the challenge of balancing long term strategies with short term solutions. Customer satisfaction has become significantly important for airline operations and as a result service quality has also gained paramount importance in this sector. Lean's customer-focused theme for improving service quality has gained a momentum in services, however, Lean deployment within the airline service sector is generally a long way behind manufacturing and health services. These factors have motivated researc
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Yue, Philip. "An airline cabin crew appraisal system with a service quality approach /." Hong Kong : University of Hong Kong, 1996. http://sunzi.lib.hku.hk/hkuto/record.jsp?B1798242X.

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Khatib, Fahed Salim. "An investigation of airline service quality, passenger satisfaction and loyalty : the case of Royal Jordanian Airline." Thesis, University of Sheffield, 1998. http://etheses.whiterose.ac.uk/3647/.

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The primary objective of this thesis is to investigate the relationship between airline service quality, passenger satisfaction and passenger loyalty. This study identifies the main factors of airline service quality, passenger satisfaction and passenger loyalty and proposes a model examining the directional relationship among these three constructs. It is based on an empirical investigation of the data collected from 500 passengers with Royal Jordanian (RJ) airline during July and August 1996. The data are analysed using a variety of statistical techniques. Factor analysis is used to identify
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Lim, Choi-ling, and 林翠玲. "Employee satisfaction: a service productivityand service quality issue : the case of airline cabin crew." Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 1996. http://hub.hku.hk/bib/B3126752X.

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Lim, Choi-ling. "Employee satisfaction : a service productivity and service quality issue : the case of airline cabin crew /." Hong Kong : University of Hong Kong, 1996. http://sunzi.lib.hku.hk/hkuto/record.jsp?B1795776X.

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余兆榮 and Philip Yue. "An airline cabin crew appraisal system with a service qualityapproach." Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 1996. http://hub.hku.hk/bib/B31267828.

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Kang, Laura Sumi 1977. "Degradable airline scheduling : an approach to improve operational robustness and differentiate service quality." Thesis, Massachusetts Institute of Technology, 2004. http://hdl.handle.net/1721.1/17659.

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Thesis (Ph. D.)--Massachusetts Institute of Technology, Sloan School of Management, Operations Research Center, 2004.<br>Includes bibliographical references (p. 113-118).<br>We present a methodology for deriving robust airline schedules that are not vulnerable to disruptions caused by bad weather. In this methodology, the existing schedule is partitioned into independent sub-schedules or layers - prioritized on the basis of revenue - that provide airlines with a clear delay/cancellation policy and may enable them to market and sell tickets for flight legs based oil passenger preference for rel
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Scheffler, Julia. "The Relationship of Service Quality and Customer Satisfaction in the Airline Industry and the Moderating Effect of the Airline Type." Thesis, Mittuniversitetet, Avdelningen för ekonomivetenskap och juridik, 2018. http://urn.kb.se/resolve?urn=urn:nbn:se:miun:diva-34173.

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Books on the topic "Airline Service Quality"

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Prakash, Neelum. Service quality in the United Kingdom domestic airline industry. The Author], 1997.

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Office, General Accounting. Airline deregulation: Changes in airfares, service quality, and barriers to entry : report to Congressional requesters. The Office, 1999.

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United States. General Accounting Office., ed. Airline deregulation: Changes in airfares and service at four South Carolina communities : statement by John H. Anderson, Jr., Director, Transportation Issues, Resources, Community, and Economic Development Division, before the Committee on Commerce, Science, and Transportation, U.S. Senate. The Office, 1999.

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United States. General Accounting Office., ed. Airline deregulation: Addressing the air service problems of some communities : statement of John H. Anderson, Jr., Director, Transportation Issues, Resources, Community, and Economic Development Division, before the Subcommittee on Aviation, Committee on Transportation and Infrastructure, House of Representatives. The Office, 1997.

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United States. General Accounting Office., ed. Airline deregulation: Changes in airfares and service at Buffalo, New York : statement of John H. Anderson, Jr., Director, Transportation Issues, Resources, Community, and Economic Development Division, before the Subcommittee on Aviation, Committee on Transportation and Infrastructure, House of Representative[s]. The Office, 1999.

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American Bar Association. Section of General Practice., ed. The report of At the Breaking Point: A national conference on the emerging crisis in the quality of lawyers' health and lives : its impact on law firms and client services : April 5-6, 1991, Airlie House, Airlie, Virginia. American Bar Association, 1991.

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United States. Agency for Healthcare Research and Quality. Improving maternal health care: The next generation of research on quality, content, and use of services : conference summary report, September 18-19, 2000, Airlie Conference Center, Warrenton, VA. U.S. Department of Health and Human Services, Public Health Service, 2002.

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Aviation, United States Congress House Committee on Transportation and Infrastructure Subcommittee on. Aviation consumer issues: Emergency contingency planning and outlook for summer travel : hearing before the Subcommittee on Aviation of the Committee on Transportation and Infrastructure, House of Representatives, One Hundred Eleventh Congress, first session, May 20, 2009. U.S. G.P.O., 2009.

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United States. Congress. House. Committee on Transportation and Infrastructure. Subcommittee on Aviation. Aviation consumer issues: Hearing before the Subcommittee on Aviation of the Committee on Transportation and Infrastructure, House of Representatives, One Hundred Tenth Congress, first session, April 20, 2007. U.S. G.P.O., 2007.

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American Bar Association. Section of General Practice., ed. The Report of At the Breaking Point: A national conference on the emerging crisis in the quality of lawyers' health and lives, its impact on law firms and client services : April 5-6, 1991, Airlie House, Airlie, Virginia. American Bar Association, 1991.

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Book chapters on the topic "Airline Service Quality"

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Ambrose, Scott, and Blaise Waguespack. "Airline service quality." In Fundamentals of Airline Marketing. Routledge, 2021. http://dx.doi.org/10.4324/9780429057731-10.

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Sakburanapech, Araya, Narinisara Thongpa, and Prawit Otanalai. "Airline Service Quality Attributes." In Research Developments in Sustainable Aviation. Springer International Publishing, 2023. http://dx.doi.org/10.1007/978-3-031-37943-7_27.

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Rhoades, Dawna L. "Airline service quality and the consumer experience." In The Routledge Companion to Air Transport Management. Routledge, 2018. http://dx.doi.org/10.4324/9781315630540-23.

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Cheng, Ching-Hsue, Jing-Rong Chang, Tien-Hwa Ho, and An-Pin Chen. "Evaluating the Airline Service Quality by Fuzzy OWA Operators." In Modeling Decisions for Artificial Intelligence. Springer Berlin Heidelberg, 2005. http://dx.doi.org/10.1007/11526018_9.

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Badrillah, Muhammad Izwan Mohd, Adibah Shuib, and Shahrin Nasir. "How Airline Service Quality (AIRQUAL) Affects Customer Decision Making in Airline Choices—A Conceptual Paper." In Lecture Notes in Networks and Systems. Springer International Publishing, 2022. http://dx.doi.org/10.1007/978-3-031-08084-5_15.

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Ozdemir, Yavuz Selim, and Tugce Oktay. "Evaluating Service Quality of an Airline Maintenance Company by Applying Fuzzy-AHP." In Lecture Notes in Management and Industrial Engineering. Springer International Publishing, 2019. http://dx.doi.org/10.1007/978-3-030-03317-0_16.

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Ford, John B., Nicholas Paparoidamis, and Ruben Chumpitaz. "Service Quality, Customer Satisfaction, Value and Loyalty: An Empirical Investigation of the Airline Services Industry." In The Sustainable Global Marketplace. Springer International Publishing, 2014. http://dx.doi.org/10.1007/978-3-319-10873-5_98.

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Wang, Liying, Hongtao Li, Jing Bai, Xingming Lu, Pengpeng Zhou, and Zhijie Liu. "Constructing and Evaluating Service Quality Evaluation Index System of Airline Using PSM and Entropy Weight." In Innovative Computing Vol 1 - Emerging Topics in Artificial Intelligence. Springer Nature Singapore, 2023. http://dx.doi.org/10.1007/978-981-99-2092-1_98.

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Rapposelli, Agnese, and Stefano Za. "Quality and Efficiency Evaluation of Airlines Services." In Exploring Service Science. Springer International Publishing, 2020. http://dx.doi.org/10.1007/978-3-030-38724-2_3.

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Albugami, Shahad, Sara Alqaidi, Waad Alzahrani, Kholod Alzubidi, and Salma Elhag. "Improving Airline Services Quality by DMAIC Methodology." In Intelligent Sustainable Systems. Springer Nature Singapore, 2024. http://dx.doi.org/10.1007/978-981-99-7569-3_33.

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Conference papers on the topic "Airline Service Quality"

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Buday, Adam, and Benedikt Badánik. "Social media as a tool for airline service quality assessment." In Práce a štúdie. University of Žilina, 2023. http://dx.doi.org/10.26552/pas.z.2023.2.05.

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Our study investigates the perception of service quality of 12 airlines by using a mixed-method approach that consists of numerical analysis of key performance indicators (KPIs) and qualitative examination of Twitter customer service. Our findings reveal that Twitter is the most popular social media platform in the airline industry, with U.S.-based airlines being the most active. The analysis of customer feedback on Twitter showed noticeable differences between full-service and low-cost carriers, with the former receiving more complaints regarding booking and in-flightservice quality, and the
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Padlee, Siti Falindah, Nurul Athira Izzati Zamri, Wan Norhayati Mohamed, et al. "THE RELATIONSHIP BETWEEN SERVICE FAILURE, SERVICE RECOVERY AND AIRLINE PASSENGER SATISFACTION." In GLOBAL TOURISM CONFERENCE 2021. PENERBIT UMT, 2021. http://dx.doi.org/10.46754/gtc.2021.11.017.

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Service failures and the following service recovery of a firm can greatly influence customer satisfaction, customer loyalty and the relationship quality with the firm, regardless of other firm’s efforts to establish strong relationships with its customers in the long run. Airlines in particular are struggling with several obstacles concerning their business continuity and ability to survive. One of the obstacles is the fact that they are subject to inevitable service failures which are unavoidable. Meanwhile, the concept of potent service recovery has become extremely vital in terms of retaini
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Ma, Jie, Song Hu, and Haipeng Wang. "The Logistic Lasso and Ridge Regression Algorithm-Based Airline Passenger Satisfaction Prediction Model." In 2024 International Conference on Smart Transportation Interdisciplinary Studies. SAE International, 2025. https://doi.org/10.4271/2025-01-7168.

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&lt;div class="section abstract"&gt;&lt;div class="htmlview paragraph"&gt;Airline passenger satisfaction is important for airline operation service quality management. When airline companies carry out advertisement campaigns or plan a marketing strategy, the resources and budgets are not unlimited. Thus, an airline can only focus on improving a few factors that drive passenger satisfaction. To understand the key satisfies for the young and the old adults, respectively, we leverage five airline passenger satisfaction methods to identify the key factors that explain the airline service satisfact
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Chen, Jianping, Haoyue Du, Lili Zhang, Junbo Gao, and Wendong Yang. "Evaluation of Airline Service Quality Based on Improved SERVQUAL Model." In CIUP2022: 2022 International Conference on Computational Infrastructure and Urban Planning. ACM, 2022. http://dx.doi.org/10.1145/3546632.3546880.

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Lishan, Xie, Zhang Wenxuan, and Peng Yinmei. "Mediation effect of brand relationship quality between airline brand experience and customer citizenship behavior." In 2014 11th International Conference on Service Systems and Service Management (ICSSSM). IEEE, 2014. http://dx.doi.org/10.1109/icsssm.2014.6874080.

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Xu-xiaoli, Wan-yinghong, Huan-zhijian, and Liu-hui. "The impact of service quality, satisfaction, value and switching barrier on customer loyalty in Chinese airline industry." In 2006 International Conference on Service Systems and Service Management. IEEE, 2006. http://dx.doi.org/10.1109/icsssm.2006.320699.

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Li, Yu. "Research on Airline Service Quality Evaluation Strategy from the Perspective of Customers." In 2021 13th International Conference on Measuring Technology and Mechatronics Automation (ICMTMA). IEEE, 2021. http://dx.doi.org/10.1109/icmtma52658.2021.00193.

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Choi, Jong-In. "Redesigning the service quality measurement factors for the airline call centers in." In Industrial Engineering (CIE-40). IEEE, 2010. http://dx.doi.org/10.1109/iccie.2010.5668440.

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Kiatcharoenpol, T., and T. Laosirihongthong. "Innovations in Service Strategy: An Evaluation of Quality in Airline Service Operations by Using SERVQUAL Model." In 2006 IEEE International Conference on Management of Innovation and Technology. IEEE, 2006. http://dx.doi.org/10.1109/icmit.2006.262320.

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Jaikeaw, Areeya, Detcharat Sumrit, and Assadej Vanichchinchai. "Enhancing In-Flight Customer Experience by Integrating Kano Model and Quality Function Deployment Method into Airline Service Quality." In 15th Annual International Conference on Industrial Engineering and Operations Management. IEOM Society International, 2025. https://doi.org/10.46254/an15.20250232.

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