Abstract
Quality of services play an important role for airlines to sustain their passenger experiences and increase passenger satisfactions. It is important to explore attributes and assessment of airline service quality. Focus-group meetings with air carriers and regulators were used for collecting primary data. The review of literature relevant were incorporated to strengthen the research results. Reliability, assurance, tangible, empathy, and responsiveness are suitable for monitoring the service level along the passenger journey. PDCA cycle would be integrated to improve the level of service.
This is a preview of subscription content, log in via an institution to check access.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
Similar content being viewed by others
References
Australian Competition and Consumer Commission. (2014). Guideline for quality of service monitoring at airports. Australian Competition and Consumer Commission.
European Commission. (2019). Passenger rights. https://ec.europa.eu/transport/themes/passengers/air. Accessed on September 26, 2021.
European Commission. (2021). Market monitoring: Consumer market monitoring objectives and results. https://ec.europa.eu/info/policies/consumers/consumer-protection-policy/evidence-based-consumer-policy/market-monitoring_en. Accessed on September 26, 2021.
International Air Transport Association: IATA and Airports Council International: ACI. (2020, October). The NEXTT vision in a post-COVID-19 world.
Jonker, J., & Faber, N. (2020). Organising for sustainability: A guide to developing new business models. Palgrave Macmillan.
Kim, J.-c., Kim, Y. M., Han, J.-H., et al. (2015). Korea’s aviation policies (Issue 20). The Korea Transport Institute (KOTI).
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40.
U.S. Department of Transportation. (2019, December). Air travel consumer report.
Wang, R., Hsu, S.-L., Lin, Y. H., et al. (2011). Evaluation of customer perceptions on airline service quality in uncertainty. Procedia – Social and Behavioral Sciences, 25, 419–437.
Author information
Authors and Affiliations
Corresponding author
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2023 The Author(s), under exclusive license to Springer Nature Switzerland AG
About this paper
Cite this paper
Sakburanapech, A., Thongpa, N., Otanalai, P. (2023). Airline Service Quality Attributes. In: Karakoc, T.H., Atipan, S., Dalkiran, A., Ercan, A.H., Kongsamutr, N., Sripawadkul, V. (eds) Research Developments in Sustainable Aviation. ISSASARES 2021. Sustainable Aviation. Springer, Cham. https://doi.org/10.1007/978-3-031-37943-7_27
Download citation
DOI: https://doi.org/10.1007/978-3-031-37943-7_27
Published:
Publisher Name: Springer, Cham
Print ISBN: 978-3-031-37942-0
Online ISBN: 978-3-031-37943-7
eBook Packages: EnergyEnergy (R0)