Service quality in the US airline industry: progress and problems

Dawna L. Rhoades · Blaise P. Waguespack · Eric Treudt

21 citations0/0 files storedManaging Service Quality

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Abstract

After over a decade of cost cutting, US airlines are turning their attention to issues of quality. This study examined the service quality of 26 US airlines for the period 1987‐1996 using data from the Department of Transportation’s Air Travel Consumer Report. The results indicate that there has been improvement in the service quality of the industry overall, although most of it occurred during the early part of this study. Further, there are significant differences between the service quality of major and regional airlines. Regional airlines performed much worse on all measures of service quality.

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References

1982Contestable Markets and the Theory of Industry Structure 1994Improving service quality in America: Lessons learned 1992Fear of Flying? Economic Analyses of Airline Safety 1998Cost competitiveness of major airlines: an international comparison 1979Airline Regulation in America: Effects and Imperfections 1964Air Transport and its Regulators: An Industry Study.1992Airline deregulation and laissez-faire mythology

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