SERVICE QUALITY INDICATORS OF AIRLINE SERVICE BUSINESS
Keywords:
airline service quality, quality indicatorAbstract
Air transport industry is a fast-growing transportation model. The popularity of using this transportation is increasing in term of the number of passengers and number of cargoes because this transportation model can reduce a transit time. This is one of the reasons why aviation industry is a fast-growing sector and highly competitive. Several airline businesses attempt to implementing strategic management for competitive advantage. Therefore, service quality improvement is an important business strategy. This article aims to introduce the indicators that are used to measure service quality of airline business. It can be an informative guideline for entrepreneurs who are in an airline business in developing an airline strategy to better serve customers.
References
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วีรวิชญ์ เลิศไทยตระกูล, สุมิตรา คล้ายสังข์ และวรางค์สิริ ศิริมณฑล. (2559). การศึกษาพฤติกรรมหลังการ ตัดสินใจซื้อของผู้ใช้บริการสายการบินต้นทุนต่ำ. วารสารวิชาการศรีปทุม ชลบุรี, 12(6), หน้า 24- 33.
วีรวิชญ์ เลิศไทยตระกูล และอัควรรณ์ แสงวิภาค. (2558). ปัจจัยที่มีอิทธิพลต่อการให้บริการคุณภาพสาย การบินของสายการบินต้นทุนต่ำในประเทศไทย. วารสารวิชาการศรีปทุม ชลบุรี, 12(2), หน้า 44- 54.
Chou, et al. (2011). An evaluation of airline service quality using the fuzzy weighted SERVQUAL method. Applied Soft Computing, 11(2), pp. 2117-2128.
Cunningham, Lawrence F., Young, Clifford E., & Lee, Moonkyu. (2004). Perceptions of airline service
quality: Pre and post 9/11. Public Works Management & Policy, 9(1), pp. 10-25.
Crosby, Philip B. (1979). Quality is free: The art of making quality certain. New York, NY: New
American Library.
De Jager, Johan, Van Zyl, Dion, & Toriola, A. L. (2012). Airline service quality in South Africa and
Italy. Journal of Air Transport Management, 25, pp. 19-21.
Deming, W. Edwards. (1982). Quality productivity and competitive position. Cambridge, MA: MIT.
Garvin, David A. (1984). What does "product quality" really mean? (Online). Available:
https://sloanreview.mit.edu/article/what-does-product-quality-really-mean/ [2018, 1 December].
Gronroos, Christian. (2000). Service management and marketing: A customer relationship management approach (2nd ed.). Hoboken, NJ: John Wiley & Sons.
Gupta, Himanshu. (2018). Evaluating service quality of airline industry using hybrid best worst method
and VIKOR. Journal of Air Transport Management, 68, pp. 35-47.
Hoffman, Donna L., & Novak, Thomas P. (1996). Marketing in hypermedia computer-mediated
environments: Conceptual foundations. Journal of Marketing, 60(3), pp. 50-68.
Huang, Yu-Kai. (2010). The effect of airline service quality on passengers’ behavioral intentions using SERVQUAL scores: A Taiwan case study. Journal of the Eastern Asia Society for Transportation Studies, 8, pp. 2330-2343.
Keshavarz Ghorabaee, M., et al. (2017). A new hybrid simulation-based assignment approach for
evaluating airlines with multiple service quality criteria. Journal of Air Transport Management,
63, pp. 45-60.
Kim, Yu Kyong, & Lee, Hyung Ryong. (2011). Customer satisfaction using low cost carriers. Tourism
Management, 32(2), pp. 235-243.
Mayr, T., & Zins, A. H. (2012). Extensions on the conceptualization of customer perceived value:
Insights from the airline industry. International Journal of Culture, Tourism and Hospitality
Research, 6(4), pp. 356-376.
Min, Hokey. (2015). Benchmarking the service quality of airlines in the United States: An exploratory analysis. Benchmarking An International Journal, 25(5), pp. 734-751.
Pakdil, Fatma, & Aydin, Ozlem. (2007). Expectations and perceptions in airline services: An analysis using weighted SERVQUAL scores. Journal of Air Transport Management, 13(4), pp. 229- 237.
Parasuraman, A., Zeithaml, Valarie A., & Berry, Leonard L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), pp. 12-40.
Park, Jin-Woo, Robertson, Rodger, & Wu, Cheng-Lung. (2004). The effect of airline service quality on passengers’ behavioural intentions: A Korean case study. Journal of Air Transport Management, 10(6), pp. 435-439.
Perçin, Selçuk. (2018). Evaluating airline service quality using a combined fuzzy decision-making approach. Journal of Air Transport Management, 68, pp. 48-60.
วีรวิชญ์ เลิศไทยตระกูล, สุมิตรา คล้ายสังข์ และวรางค์สิริ ศิริมณฑล. (2559). การศึกษาพฤติกรรมหลังการ ตัดสินใจซื้อของผู้ใช้บริการสายการบินต้นทุนต่ำ. วารสารวิชาการศรีปทุม ชลบุรี, 12(6), หน้า 24- 33.
วีรวิชญ์ เลิศไทยตระกูล และอัควรรณ์ แสงวิภาค. (2558). ปัจจัยที่มีอิทธิพลต่อการให้บริการคุณภาพสาย การบินของสายการบินต้นทุนต่ำในประเทศไทย. วารสารวิชาการศรีปทุม ชลบุรี, 12(2), หน้า 44- 54.
Chou, et al. (2011). An evaluation of airline service quality using the fuzzy weighted SERVQUAL method. Applied Soft Computing, 11(2), pp. 2117-2128.
Cunningham, Lawrence F., Young, Clifford E., & Lee, Moonkyu. (2004). Perceptions of airline service
quality: Pre and post 9/11. Public Works Management & Policy, 9(1), pp. 10-25.
Crosby, Philip B. (1979). Quality is free: The art of making quality certain. New York, NY: New
American Library.
De Jager, Johan, Van Zyl, Dion, & Toriola, A. L. (2012). Airline service quality in South Africa and
Italy. Journal of Air Transport Management, 25, pp. 19-21.
Deming, W. Edwards. (1982). Quality productivity and competitive position. Cambridge, MA: MIT.
Garvin, David A. (1984). What does "product quality" really mean? (Online). Available:
https://sloanreview.mit.edu/article/what-does-product-quality-really-mean/ [2018, 1 December].
Gronroos, Christian. (2000). Service management and marketing: A customer relationship management approach (2nd ed.). Hoboken, NJ: John Wiley & Sons.
Gupta, Himanshu. (2018). Evaluating service quality of airline industry using hybrid best worst method
and VIKOR. Journal of Air Transport Management, 68, pp. 35-47.
Hoffman, Donna L., & Novak, Thomas P. (1996). Marketing in hypermedia computer-mediated
environments: Conceptual foundations. Journal of Marketing, 60(3), pp. 50-68.
Huang, Yu-Kai. (2010). The effect of airline service quality on passengers’ behavioral intentions using SERVQUAL scores: A Taiwan case study. Journal of the Eastern Asia Society for Transportation Studies, 8, pp. 2330-2343.
Keshavarz Ghorabaee, M., et al. (2017). A new hybrid simulation-based assignment approach for
evaluating airlines with multiple service quality criteria. Journal of Air Transport Management,
63, pp. 45-60.
Kim, Yu Kyong, & Lee, Hyung Ryong. (2011). Customer satisfaction using low cost carriers. Tourism
Management, 32(2), pp. 235-243.
Mayr, T., & Zins, A. H. (2012). Extensions on the conceptualization of customer perceived value:
Insights from the airline industry. International Journal of Culture, Tourism and Hospitality
Research, 6(4), pp. 356-376.
Min, Hokey. (2015). Benchmarking the service quality of airlines in the United States: An exploratory analysis. Benchmarking An International Journal, 25(5), pp. 734-751.
Pakdil, Fatma, & Aydin, Ozlem. (2007). Expectations and perceptions in airline services: An analysis using weighted SERVQUAL scores. Journal of Air Transport Management, 13(4), pp. 229- 237.
Parasuraman, A., Zeithaml, Valarie A., & Berry, Leonard L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), pp. 12-40.
Park, Jin-Woo, Robertson, Rodger, & Wu, Cheng-Lung. (2004). The effect of airline service quality on passengers’ behavioural intentions: A Korean case study. Journal of Air Transport Management, 10(6), pp. 435-439.
Perçin, Selçuk. (2018). Evaluating airline service quality using a combined fuzzy decision-making approach. Journal of Air Transport Management, 68, pp. 48-60.
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2019-03-31
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