Expectations and perceptions in airline services: An analysis using weighted SERVQUAL scores

Expectations and perceptions in airline services: An analysis using weighted SERVQUAL scores

Journal: Air Transport Management

Author: Fatma Pakdila,O¨ zlem Aydın

Published: 2007

Abstract

This study measures airline service quality based on data collected at a Turkish airline using SERVQUAL scores weighted by loadings derived from factor analysis. The results demonstrated that ‘‘responsiveness’’ dimension is the most important, while ‘‘availability’’ is the least important element of quality. Passengers’ educational level is an important variable affecting their expectations and perceptions. Additionally, passengers’ gap scores significantly differed by their educational level, frequency of flight, and flight purposes.

Keywords: SERVQUAL; Airline service quality; Gap analysis; Weighted scores

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