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Customer's Grade Course - Essay Example

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Service Quality Model Customer’s Name Customer’s Grade Course 16th October 2011 Background and Introduction This paper is a review of six articles whose focus is on service quality in airline companies. The articles bring out a number of factors that relate to service quality and that include competition, operational and financial features…
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Customers Grade Course
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Download file to see previous pages The focus in the third article is on performance variance among different airlines. The fourth conducts a multivariate analysis to assess the relationship between an airline’s financial and operating characteristics and the service quality. In the fifth study, the service quality is assessed on the basis of the Analytic Hierarchy Process which involves the evaluation and comparison of service quality among different companies. The sixth study looks at how competition can determine service quality by looking at the connection between market concentration and the delay of flights. The Scope and Objectives In the first article, the authors present an analysis of the underlying dimensions of service quality for low cost carriers. The study also seeks to determine the relationships between the aspect of service quality and the satisfaction of the passengers on the airlines services (Asbudin, 2010). The investigations of Park, Robertson and Wu (2005) were centered on the effects of airline service quality on its image and passengers’ future behavioral intentions in the Australian International Air. Thereafter, another study by Rhoades and Waguespack (2000) dwelt on service quality in the U.S. Airline industry. ...
quality variables such as complaint rates, delays and involuntary denials of boarding; and operating and financial variable(market share, load factor, revenue per passenger) Mazzeo (2003) study examined the effect of competition in a given route on quality of services delivered in the U.S. airline industry. Finally, the last paper uses the Analytic Hierarchy Process (Ahp) to come up with an evaluation of service quality of airlines (Pei, Peng & Mustafa, 2005). Methodology Ariffin, Salleh, Aziz & Asbudin sampling method to acquire their respondents through questionnaire method. The respondents who qualified for the study had flown in a three hour local low cost flight in Kuala Lumpa. Twenty seven questions enquiring on the service quality were at hand and 125 questionnaires were distributed, 100 filled ones were used for analytical findings. 17 queries were on the airline service operation expectations while 7 incorporated the original SERVQUAL parameters. The last three aimed at presenting special service extent in the Industry. Eigen value measure, factor loading and multiple regression analyses were used in the final analysis of the data obtained. Those with Eigen value less than 1 and factor loading less than 0.5 were discarded. Rhoades and Waguespack article dwelt with airlines in the U.S. numbering 25 between 1987-1996 whereby 12 were major ones and 13 were regional carriers. Data on various complaints were obtained from the Department of Transport Air Travel Consumer Report. The one on departures from the Bureau of Transportation Statistics, and used in the normalization of the quality measures. Service quality rate was calculated adding the following: late flights, consumer complaints, involuntary deprived of boarding and mishandled luggage reports divided by ...Download file to see next pagesRead More
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