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Dissertations / Theses on the topic 'Airline Service Quality'

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Published: 3 June 2025

Last updated: 31 July 2025

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1

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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2

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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9

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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10

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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11

zhang, zhe. "ALLIANCE PARADOX: AN EMPIRICAL STUDY OF ALLIANCE PORTFOLIO EFFECTS ON CUSTOMER SERVICE QUALITY IN THE U.S. AIRLINE INDUSTRY." Doctoral diss., University of Central Florida, 2009. http://digital.library.ucf.edu/cdm/ref/collection/ETD/id/2488.

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This dissertation studies the potential paradoxical effects of alliance participation. Over the past two decades, alliance participation has become a popular firm strategy to obtain benefits that are difficult for a firm to obtain on its own. Yet, as firms increasingly participate in alliances, boundedly rational managers may not effectively manage all aspects of alliances to achieve intended alliance outcomes. Paradoxically, alliance participation may cause harm to the participating firms. To unveil an alliance paradox, this dissertation first examined the relationships between alliance portf

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Grewe, Tanja. "The Identification of Gaps between perceived and required Service Quality and Strategies to increase Customer Satisfaction." Thesis, Halmstad University, School of Business and Engineering (SET), 2009. http://urn.kb.se/resolve?urn=urn:nbn:se:hh:diva-2586.

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<p>The assurance of customer satisfaction is an increasing challenge for airline companies.</p><p>Bridging the gap between passenger expectations and the perceived image of service quality</p><p>is a permanent problem that is in the need to be optimized. Therefore, it is indispensable for</p><p>the company to identify these gaps and develop strategies to increase customer satisfaction.</p><p>Thus, the purpose of this study is to identify gaps between perceived and required service</p><p>quality, and strategies to increase customer satisfaction. Consequently, the customer as well as</p><p>the c

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13

Zhang, Zhe. "Alliance paradox an empirical study of alliance portfolio effects on customer service quality in the U.S. airline industry /." Orlando, Fla. : University of Central Florida, 2009. http://purl.fcla.edu/fcla/etd/CFE0002505.

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14

Dias, Marta Inês de Castro. "The influence of service quality and satisfaction in consumer behaviour intention : an empirical study of a charter airline." Master's thesis, Instituto Superior de Economia e Gestão, 2011. http://hdl.handle.net/10400.5/4567.

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Mestrado em Marketing<br>From the theoretical and empirical points of view, quality of service and satisfaction have been identified as strong predictors of consumer behavioural intentions. These dynamics have already been studied on the airline context, mainly in regular airlines and low-costs but investigations in the context of charter companies were not found. Thus, this study aims to explore the impact of service quality and satisfaction in behavioural intentions, considering passengers of a charter company. A survey was conducted during the period between 24 July and August 20, 2010. Con

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Caldeira, Maria de Castro e. Almeida e. Paiva. "Customer perception trends in current airline industry framework : case study : TAP Portugal." Master's thesis, Instituto Superior de Economia e Gestão, 2016. http://hdl.handle.net/10400.5/13624.

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Mestrado em Ciências Empresariais<br>Nos últimos 30 anos, desde a liberalização do espaço aéreo que possibilitou a entrada de um novo tipo de companhias aéreas (sobretudo companhias low-cost), a indústria aeronáutica sofreu alterações significativas. Perante esta situação criou-se uma elevada competição no sector aeronáutico, obrigando a que algumas das companhias aéreas mais antigas adotassem novas estratégias e novos modelos de negócio. Este estudo procurou assim perceber e identificar as tendências e os aspetos que mais influenciam a escolha de uma companhia aérea e bem como as dimensões da

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Surovitskikh, Svetlana. "Positioning of selected Middle Eastern airlines in the South African business and leisure travel environment." Diss., Pretoria : [s.n.], 2007. http://upetd.up.ac.za/thesis/available/etd-01242008-100834/.

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Skruibytė, Lina. "Paslaugų kokybės vertinimas AB „flyLAL – Lithuanian Airlines“ pavyzdžiu." Master's thesis, Lithuanian Academic Libraries Network (LABT), 2009. http://vddb.library.lt/obj/LT-eLABa-0001:E.02~2009~D_20090602_090816-18799.

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Paslaugų kokybės vertinimas AB „flyLAL – Lithuanian Airlines“ pavyzdžiu Darbo objektas: Oro linijų bendrovės teikiamų paslaugų kokybė. Tyrimo problema: Nepakankamas dėmesys oro linijų bendrovės teikiamų paslaugų kokybei. Tyrimo tikslas: Ištirti, ar paslaugos teikėjo formuojami vartotojų lūkesčiai atitinka vartotojų suvoktą kokybę ir ar gaunama vertė atitinka už ją mokamą kainą. Tyrimo uždaviniai: • Ištirti, kaip vartotojai vertina skirtingas bendrovės paslaugų kokybės dimensijas; • Išanalizuoti vartotojų suvokiamą kokybę; • Ištirti vartotojų pasitenkinimo lygį bendrovės teikiamomis paslaug

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Nacheva, Nadezhda, and Gijs Heldens. "The next generation of commercial supersonic flight : understanding the industry and the consumer perspectives." Thesis, Internationella Handelshögskolan, Högskolan i Jönköping, IHH, Företagsekonomi, 2018. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-39682.

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For decades, the speed of commercial aviation was constrained by the sound barrier. However, recent noticeable growth in air traffic and the recognition of the “time” as a valuable asset for passengers, call for more efficient, faster commercial transport. The commercial supersonic flight, able to fly above the speed of the sound has not been around ever since Concorde made its last trip in 2003, but it is promised to be on its way back. Currently, several existing and emerging companies are competing to revive the concept by developing and launching efficient supersonic plane between 2020-202

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Westerlund, Daniela, Hilz Leila, and Paula Schmidt. "Enhancing an airline’s internal marketing to improve service quality and customer loyalty : A qualitative study expanding the Internal Marketing Model based on the case of Germania." Thesis, Internationella Handelshögskolan, Högskolan i Jönköping, IHH, Företagsekonomi, 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-44020.

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Background: Due to the deregulation of the European airline industry within the 1980’s, competition between airlines has intensified greatly. The emergence of low-cost carriers has given rise to the competition on price. However, meeting customer demands and delivering high-quality service, beyond the mere price factor, is still crucial for an airline’s survival. Previous literature has focused on the interactive marketing aspect between employees and passengers when it comes to service quality and customer satisfaction. Today, there is a gap between what management does to satisfy its employe

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Kassir, Ali Mohamad. "The impact of brand awareness on customer's behavioral response and satisfaction : case study : global alliance brand "Sky Team"." Thesis, Angers, 2017. http://www.theses.fr/2017ANGE0083.

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La présente recherche examine l'effet de la prise de conscience de l'alliance aérienne mondiale sur la satisfaction des passagers ainsi que les facteurs qui ont influencé leurs intentions et leurs réponses comportementales et leur niveau de satisfaction. En outre, l'étude étudie et identifie la corrélation existante entre la prise de conscience de la marque et le niveau de qualité du service attendu, le risque perçu. L'étude compare la prise de conscience par les voyageurs de la marque aérienne (Middle East Airlines-MEA) par rapport à la marque de l'alliance aérienne (Sky team). La recherche e

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Hong, Wai-fong Kuby. "From the chef's table : a case study on the TQM journey of the largest inflight caterer in Hong Kong /." Hong Kong : University of Hong Kong, 1998. http://sunzi.lib.hku.hk/hkuto/record.jsp?B19872409.

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Kuo, Chung-Wei, and 郭仲偉. "The Effects of Airlines’ Service Quality on Passengers’ International Airline Choice Behavior." Thesis, 2002. http://ndltd.ncl.edu.tw/handle/y42h9t.

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碩士<br>逢甲大學<br>交通工程與管理所<br>90<br>In this study, a linear structural equations modeling system is applied to incorporate the service quality of airline companies into the passengers’ airline choice models to enhance the models’ performance and the forecasting ability. An asymmetric response model is used to capture the passengers’ perceived gains and losses of service quality related to their reference points in passenger’s choice models. Game theory is introduced to analyze the competitive behavior of the ticket price and the service quality among airline companies. The results of this study sh

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Lee, Chia-yueh, and 李家悅. "Service Quality and Corporate Image of Airline." Thesis, 2003. http://ndltd.ncl.edu.tw/handle/97860548945446159100.

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碩士<br>淡江大學<br>管理科學學系<br>91<br>In this study, the goal is to understand the relationship between service quality and corporate image of airline company international line and the cognition of passengers’ service quality has significant different or not. Basing on the PZB model, comparing consumer type and population statistical variables of passenger with the constructs of service quality. We found that according to principal factor analysis, we extract 7 components of PZB measurement, which are 『Booking service』、『Luggage service』、『Service on plane』、『Counter convenience』、『Respect for customer』、

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Chang, Yu-Wei, and 張育維. "Evaluation of Service Quality of Domestic Airline." Thesis, 1998. http://ndltd.ncl.edu.tw/handle/bgd48x.

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Hsiao, Man-Wei, and 蕭蔓微. "Developing a Quality Risk Assessment Model of Airline Service." Thesis, 2013. http://ndltd.ncl.edu.tw/handle/11248462564804353793.

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碩士<br>東吳大學<br>企業管理學系<br>101<br>In recent years, the competition in the aviation market has become more and more intensive. The previous researches about the quality of airline service were focused on exploring the quality attributes or evaluation of service quality. Service quality was usually studied from the perspective of positive influence by those studies. When service quality does not meet the customer’s expectations or demands, however, it can be regarded as a kind of negative influence that represents the occurrence of service failure. This result will further reduce customer satisfact

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AN, LIU WEN, and 劉文安. "Improving Airline Service Quality by Using Hybrid MCDM Models." Thesis, 2013. http://ndltd.ncl.edu.tw/handle/52802553997942017524.

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碩士<br>開南大學<br>企業與創業管理學系<br>101<br>The purpose of this study is to construct a decision making model for airline managers to improve the service quality. This paper uses decision making trial and evaluation laboratory (DEMATEL), DEMATEL-based analytical network process (DANP), and VlseKriterijumska Optimizacija I Kompromisno Resenje (VIKOR) to probe into the interrelationship, influential weights, and the gaps of aspiration level within dimensions/criteria. The empirical findings discover that the criteria of airline service quality possessed a self-effect relationship based on DEMATEL techniqu

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Cindy, Tan Jingyu, and 陳靖瑜. "Online Word of Mouth on Service Quality in Airline Industry." Thesis, 2013. http://ndltd.ncl.edu.tw/handle/64136909068803006676.

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碩士<br>國立臺灣科技大學<br>管理學院MBA<br>101<br>China Airlines and Singapore Airlines are flag carriers of Taiwan and Singapore respectively. Singapore Airlines is ranked 3rd in World Airline Awards 2012 while China Airlines is ranked 33rd. Singapore Airlines is rated best in Asia (SKYTRAX 2013). Both airlines are located in Asia, where the majority of the country’s population is Chinese, they are both located in small demographic countries, however, there is a big gap between their rankings. This research will emphasize on the customer’s perception and word of mouth and the impact to both airlines. Custo

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Lin, Kuan-Chi, and 林冠奇. "Service Quality and Customer Satisfaction of an Airline Call Center." Thesis, 2005. http://ndltd.ncl.edu.tw/handle/85595252207575697078.

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碩士<br>國立成功大學<br>交通管理學系碩博士班<br>93<br>Airlines gradually embrace customer relationship management as an important element of their corporate strategies. As such, call centers and their customer-contact employees are becoming more and more important. This research empirically evaluates the effects of customer-contact employees’ job satisfaction and organization commitment on their service qualities based on Canonical Correlation and Regression approaches. Besides, this research evaluates the relationship between customers’ perception of service quality and customer satisfaction of call center ser

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BATGEREL, SHINENGEREL, and Shinengerel Batgerel. "A Study on the Service Quality of Mongolian Airline Company." Thesis, 2019. http://ndltd.ncl.edu.tw/handle/y9r224.

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碩士<br>大葉大學<br>國際企業管理學系碩士班<br>107<br>The purpose of this study is to improve about MIAT airline's service quality how to analysis by each detail for MIAT service quality company, and a survey questionnaire was constructed with 20 service quality items covering five service quality dimensions based on SERVQUAL model. Data were collected from 250 experienced costumer of MIAT Airline Company in Mongolia. Analysis results which dimensions (Reliability, Responsiveness, Assurance, and Empathy) is most and less indicate to service quality. And guess how to improve less suggest the dimension of service

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Chuang, Hsin Hsiang, and 莊信祥. "A Study on Service Quality of CKS Airport Airline Cargo Transportation-An Example of China Airline." Thesis, 2006. http://ndltd.ncl.edu.tw/handle/07550943685656159416.

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碩士<br>萬能科技大學<br>經營管理研究所<br>94<br>The main purpose of this paper is applying Quality Function Deployment (QFD) to survey airline cargo service quality in C.K.S. airport. Air cargo revenue is one of the main finance revenue of airline, the bloom or bust of cargo service is highly related with international economical situation. Because of international crude oil’s price rising, directly influence airline’s profitability. Under strong competition of another country in the Asia, decreasing the quantity of air cargo in Taiwan, obviously the competition among Airlines in Taiwan will be hard in the f

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Zorigtbaatar, Gerelmaa, and Gerelmaa Zorigtbaatar. "The relationships among service quality, customer satisfaction, and repurchase intention in airline services:MIAT Mongolian Airline Corporation." Thesis, 2014. http://ndltd.ncl.edu.tw/handle/62040362648636694561.

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碩士<br>亞洲大學<br>國際企業學系<br>102<br>The purposes of this study are to investigate the factors that influence passengers’ satisfaction on repurchase intention and this study intends to investigate the relationships among service quality, customer satisfaction and repurchase intention. The study examines which dimensions have a significant influence on customer satisfaction and which dimensions have the most and least important impact on customer satisfaction in air travel, as perceived by Mongolian passengers. Lastly, this study explores the mediation effect of customer satisfaction. Structural equa

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Hsiao, Yi-Chun, and 蕭伊君. "Research of the Service Quality and Customer Satisfaction of International Airline－A Case Study of E Airline." Thesis, 2010. http://ndltd.ncl.edu.tw/handle/67057784987229710909.

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碩士<br>淡江大學<br>國際商學碩士在職專班<br>98<br>The guests of global airline market keep growing due to the population of globalization, internet and travel. But also because it’s easy to get information and consumer preference, the competition between airlines becomes serious. Especially the products of airlines are more complicated. The demand and supply is easy to be impacted by economic, politic and some outside environment. Due to the impact from 911, SARS and economic crision, the airline industry is also undergoing a re-shuffle. In order to keep competitive in the market, airlines need to provide com

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Yu, Chang-Hsi, and 于長禧. "An Empirical Study on Service Quality of Airline (Passenger) Transportation:Airlines in Taiwan." Thesis, 1999. http://ndltd.ncl.edu.tw/handle/94492761826615134203.

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碩士<br>長榮管理學院<br>經營管理研究所<br>87<br>This is an empirical study based on a service quality measurement model proposed by PZB in order to have a clear understanding of the present airline service quality, and, in the hope that it helps improve the service standard, meet the needs of passengers and have airlines survive well. Data is collected from three different airlines, which have regular Taipei-Tainan flights (Far Eastern Air Transport, TransAsia Airways, and Uni Air).The main findings in the study are as follows:1.Of the overall service standards, 9 variables show a salient mode of regression.

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Chu, Yu-cheng, and 朱育正. "THE EFFECT OF AIRLINE PASSENGER COMPARTMENT SERVICE QUALITY ON PASSENGERS'' BEHAVIOURAL INTENTIONS." Thesis, 2009. http://ndltd.ncl.edu.tw/handle/84747828504657579060.

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碩士<br>南華大學<br>旅遊事業管理學系碩士班<br>97<br>This paper seeks to improve our understanding for air passengers'' decision-making processes by testing a conceptual model that considers service value, airline service quality, satisfaction, perceived sacrifice, and behavioral intentions. In this study, a linear structural equations modeling system is used by incorporating the service quality of airline companies into the passengers'' airline choice models to enhance the models'' performance and the forecasting ability. Two modeling approaches are used in this research: the structural equation modeling (SEM)

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HUNG, LI-CHIH, and 洪麗智. "A Study of Service Quality of Airline Industry：The Moderating Effect of Stereotype." Thesis, 2018. http://ndltd.ncl.edu.tw/handle/7vqgcr.

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碩士<br>銘傳大學<br>觀光事業學系碩士在職專班<br>106<br>In recent years, competition in the aviation industry is severe, and in order to attract passengers, airlines actively construct positive corporate image. In addition, the degree of flight attendants’service quality to passengers is conceived by airlines as one of the determinants to influence passengers’ selection of airlines. Since the public tend to stereotype flight attendants’ aesthetic labor, appearance, and gender, they picture flight attendants as beautiful females. Moreover, they even consider that, in Asian countries, Japan’s service quality is th

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Jeng, Kung-Yeun, and 鄭光遠. "Exploring Strategies for Improving Service Quality of Taiwan Domestic Airline from the Perspective of Service Marketing." Thesis, 2006. http://ndltd.ncl.edu.tw/handle/77643098319098322372.

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博士<br>國立交通大學<br>交通運輸研究所<br>94<br>Due to the unique oligopoly nature of domestic market, each individual airline in Taiwan can no longer increase her market share by simply through “pricing strategies”, and needs to compete aggressively via better “service quality.” Hence, service improvement has emerged as one of the most imperative issues for all Taiwan domestic airlines. Grounded on the notion of service marketing triangle, this study has focused on the following key aspects: external marketing, internal marketing, and interactive marketing. Of particular emphases are on prioritizing ite

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Huang, Wei-Shiuan, and 黃微媗. "A Study of the Relationship between Flight Attendants’ Service Behavior and Internal Service Quality of Airline." Thesis, 2004. http://ndltd.ncl.edu.tw/handle/22590601392657875902.

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碩士<br>中國文化大學<br>觀光休閒事業管理研究所<br>93<br>The purpose of this study is to empirical examines the relationship between internal service quality of the airlines and the service behavior of flight attendants. First of all, it is to understand the meaning and concept of the research variants from the interviews with the airlines, existing literature and empirical studies. Secondly, it proceed a total of 1000 questionnaires targeting flight attendants from three airlines as study objects which are EVA airways, China Airlines and Far Eastern Air in Taiwan. There are 366 effective returned questionnair

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Yang, Ya-Chen, and 楊雅真. "The Effects of Service Quality, Brand Image, and Relationship Quality on Customer Loyalty in Airline Industry." Thesis, 2009. http://ndltd.ncl.edu.tw/handle/z534ky.

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碩士<br>銘傳大學<br>觀光研究所碩士在職專班<br>97<br>In today’s world of intense competition in airlines industry, satisfying customers is only the base line and may not be sufficient for survival. Management should focus on gaining customer loyalty by enhancing customer perceptions of service quality and increasing brand image. This study provides the complete scope of service quality, brand image, relationship quality, and consumer loyalty. Survey method was applied to collect data, and total 409 surveys were returned. The results of this study found that service quality has positive impacts on brand image, r

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Huang, Po-jui, and 黃柏睿. "The Study of the Effect for the Airline Service Quality on Customer Satisfaction." Thesis, 2017. http://ndltd.ncl.edu.tw/handle/zgbd97.

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碩士<br>正修科技大學<br>經營管理研究所<br>105<br>Along with globalization, airports in thr 21st century not merely provide infrastructure for takeoff and landing, but a crucial hub to connect the world. They are not only new cores of economic activity but also the busiest sites. In the past the airports mean a must item in public construction while now they characterize limitless commercial opportunities. Recently the quantity of cross-strait passengers and the number of flights have increased. This study thus focuses on such issue to explore service process and satisfaction by customers from cross-strait ai

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JUI-FEN, LIN, and 林瑞芬. "The Service Quality of Airline Cargo Transportation-A Case Study of EVA AIR." Thesis, 2010. http://ndltd.ncl.edu.tw/handle/12780432835790873611.

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碩士<br>國立高雄海洋科技大學<br>航運管理研究所<br>98<br>Taiwan is surrounded by the sea, and its economic development is depended on international trade. After the financial crisis in 2008, the global economic downturn and the expansion and deepening, airlines also face the difficult aspect, for continuing to operate forever, the promotion - “the service quality” is the most important topic. Especially, high tech, high price and urgent cargo are forwarded by air. So, air cargo compared with marine transportation is stricter in the demand conditions. The service quality of air cargo is also relatively importan

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Chiu, Ming-Chung, and 邱明忠. "Comparative Analysis of MADM Techniques－A Study of Service Quality for Domestic Airline." Thesis, 2007. http://ndltd.ncl.edu.tw/handle/15274943574219799309.

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碩士<br>國立臺中技術學院<br>事業經營研究所<br>95<br>Facing the decreasing in demand and competition from High Speed Rail, domestic airlines make great effects on improving service quality, providing low ticket fare and offering frequent flying program to attract passengers. Airline companies should observe passengers’ responses on service quality to realize how important these service qualities are. This study investigates the measurement of service quality for domestic airlines by conducting with weight methods, ranking techniques and score linguistic techniques in Multiple Attribute Decision Making (MADM) pr

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Liu, I.-Chi, and 劉奕杞. "A Study of Lifestyle and Service Quality- A Case Study of Airline Passengers." Thesis, 2009. http://ndltd.ncl.edu.tw/handle/78351924444952840882.

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碩士<br>淡江大學<br>管理科學研究所碩士班<br>97<br>The airline industry in Taiwan has been undergoing a tough time in the domestic market since Taiwan High Speed Rail started to operate in January, 2007. In December 2008, Taiwan and Mainland China began to open up the mutual charter flights, which bring the hope to the Taiwanese airline business. If Taiwanese airlines want to compete with Mainland Chinese airlines and foreign airlines, they must not only improve their service quality but also provide different service to satisfy different market segments. This study divides airline passengers into groups by li

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Hwang, Chwen Maan, and 黃純滿. "The effect of deregulation on the service quality in the Taiwan airline industry." Thesis, 1993. http://ndltd.ncl.edu.tw/handle/61031666100967176988.

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Lee, Cheng-Han, and 李承翰. "A Study of Constructing Service Quality Scale for Domestic Airline Transportations in Taiwan." Thesis, 2006. http://ndltd.ncl.edu.tw/handle/15343311207580755419.

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碩士<br>大仁科技大學<br>休閒健康管理研究所<br>94<br>ASTRACT The purpose of this research was to construct a service quality scale of domestic airlines in Taiwan. The research verified this measuring scale based on confirmatory factor analysis (CFA) in Structural Equation Model (SEM) to examine these competing models and to find out the best fitting model. This research designed five competing models: 1.an independent model, 2. an one-factor model, 3. an uncorrelated factors model, 4. a correlated factors model, 5.a hierarchical model. There are 494 passengers’ valid questionnaires of domestic airlines were co

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YA-LING, HUANG YANG, and 黃楊雅玲. "Applying Herzburg's Two-factor Theory and Importance-Performance Analysis to Evaluate Airline Service Quality." Thesis, 2014. http://ndltd.ncl.edu.tw/handle/77246902274088147098.

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碩士<br>正修科技大學<br>休閒與運動管理所<br>102<br>This study aims to investigate the quality of airline service. Upon Herzberg’s two-factor theory, the study applying Hygiene and motivation factors to analyze customer’s evaluation of importance and overall satisfaction toward quality of airline service. In addition, the study utilizes Importance-Performance Analysis to figure out core factors that potentially affecting customer’s decision for choosing airline service. Subjects were from passengers at major international airports of Taiwan with traveling experiences over the past year. Using survey questionna

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鄭俊良. "A Study of Service Quality for Low Cost Carrier: An Example of Malaysian Airline." Thesis, 2013. http://ndltd.ncl.edu.tw/handle/66742639436129535017.

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碩士<br>佛光大學<br>管理學系<br>101<br>The airport is an integrated part of the air transport system, the main functions are providing services for cargo, passenger services, aircraft landing and taking off. With the liberalization of the air space and globalization coupled with the economic boom in Asia Pacific region, air transportation has generated increase in volume of passengers and cargo. New airports are built and old ones are renovated to accommodate the increase of air traffic, especially in China, India and Southeast Asia. For the past 10 years, Low Cost Carrier (LCC) airlines have emerged an

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Wei-Ching, Chen, and 陳威縉. "Research on relationship between service quality and customer loyalty in the international airline industry." Thesis, 1996. http://ndltd.ncl.edu.tw/handle/93637707435108234918.

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Ming-Yu, Huang, and 黃明玉. "The Research of Airline Service Quality Evaluation－Application of Fuzzy Multiple Criteria Decision Making." Thesis, 1996. http://ndltd.ncl.edu.tw/handle/36512242554642270832.

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Li, Tzu-Yi, and 李姿儀. "A Study of The Relationships Among Internal Service Quality of Airline, Flight Attendants' Job Involvement and Service Behavior." Thesis, 2011. http://ndltd.ncl.edu.tw/handle/90993178266254446977.

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碩士<br>國立臺北大學<br>企業管理學系<br>99<br>Due to the impact from the high oil price and the Global Financial Tsunami, the business of Airline Industry and the customers’ behaviors has been changed. The customers have not only concerned with the price of product/service, but also the contact with the providers of the firms. The consequences from the contact determine whether the success of the organization. Since 1980s, Researchers have proposed that a satisfied employee is a prerequisite to the satisfaction of external customers. Firm provided good internal service to its employees is crucial to the

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Yang, Ka-Chieh, and 楊凱捷. "The Effects of Service Quality, Perceived Value on Customer Loyalty in Airline Industry - A Case Study of the Taiwan Airlines Industry." Thesis, 2014. http://ndltd.ncl.edu.tw/handle/586b3h.

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碩士<br>中國文化大學<br>國際企業管理學系<br>102<br>The main purpose of this study to explore service quality, perceived value and customer loyalty in order to take over their international travelers and domestic air lines for the survey, the information received and variables to explore the value of different backgrounds in service quality, perceived and differences between cognitive loyalty, and to explore the relationship between the effects of each variable, and then make relevant recommendations for improvement based on analysis results. The study used questionnaires to study and take convenience sampling

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