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A consumer perspective of service quality in the airline industry

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Bibliographic Details
Main Authors: Muhammad Muazzem, Hossain, Ouedraogo, Noufou, Rezania, Davar
Other Authors: HossainM4@macewan.ca
Format: Article
Language:English
Published: School of Business Innovation and Technopreneurship, Universiti Malaysia Perlis (UniMAP) 2015
Subjects:
Service quality
Airline quality
Latent semantic analysis
Free text analysis
Airline industry
Online Access:http://dspace.unimap.edu.my:80/xmlui/handle/123456789/38589
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spelling my.unimap-385892015-01-20T03:37:21Z A consumer perspective of service quality in the airline industry Muhammad Muazzem, Hossain Ouedraogo, Noufou Rezania, Davar HossainM4@macewan.ca OuedraogoN@macewan.ca RezaniaD@macewan.ca Service quality Airline quality Latent semantic analysis Free text analysis Airline industry Link to publisher's homepage at http://ijbt.unimap.edu.my/ The airline Service quality has received much attention from both academicians and practitioners. Various studies have used SERVQUAL, AIRQUAL, the Kana Model, etc. for measuring the customer service quality in the airline industry. However, a review of the airline service quality literature shows a lack of research about the use of latent semantic analysis (LSA) in uncovering the underlying factors affecting the quality of service provided by the airline companies. The purpose of this study is to explore the generic service quality characteristics pertaining to the airline industry by mining the comments provided by the passengers of various airline companies across the globe. Passengers are under no pressure to express their concerns, opinions, or suggestions for improvement of service quality. Therefore, we posit that the customers' comments are reflections of their perception of quality of service that they have already experienced. This study will help the stakeholders better understand the characteristics of service quality in the airline industry. The findings will provide managers in the airline industry with insights for managing and improving the quality of service rendered to their customers. We collected 1,069 customer comments on eleven airline companies and conducted an LSA on them to identify five factors affecting the service quality in the industry. The findings suggest that caring and friendly crews, luggage handling, in-flight meals, in-flight entertainment, and service expectation are the five critical factors of the airline service quality in the eyes of the customers. 2015-01-20T03:37:21Z 2015-01-20T03:37:21Z 2011-02 Article International Journal of Business and Technopreneurship, vol.1 (Issue 1), 2011, pages 1-14 2231-7090 http://ijbt.unimap.edu.my/ http://dspace.unimap.edu.my:80/xmlui/handle/123456789/38589 en School of Business Innovation and Technopreneurship, Universiti Malaysia Perlis (UniMAP)
institution Universiti Malaysia Perlis
building UniMAP Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Malaysia Perlis
content_source UniMAP Library Digital Repository
url_provider http://dspace.unimap.edu.my/
language English
topic Service quality
Airline quality
Latent semantic analysis
Free text analysis
Airline industry
spellingShingle Service quality
Airline quality
Latent semantic analysis
Free text analysis
Airline industry
Muhammad Muazzem, Hossain
Ouedraogo, Noufou
Rezania, Davar
A consumer perspective of service quality in the airline industry
description Link to publisher's homepage at http://ijbt.unimap.edu.my/
author2 HossainM4@macewan.ca
author_facet HossainM4@macewan.ca
Muhammad Muazzem, Hossain
Ouedraogo, Noufou
Rezania, Davar
format Article
author Muhammad Muazzem, Hossain
Ouedraogo, Noufou
Rezania, Davar
author_sort Muhammad Muazzem, Hossain
title A consumer perspective of service quality in the airline industry
title_short A consumer perspective of service quality in the airline industry
title_full A consumer perspective of service quality in the airline industry
title_fullStr A consumer perspective of service quality in the airline industry
title_full_unstemmed A consumer perspective of service quality in the airline industry
title_sort consumer perspective of service quality in the airline industry
publisher School of Business Innovation and Technopreneurship, Universiti Malaysia Perlis (UniMAP)
publishDate 2015
url http://dspace.unimap.edu.my:80/xmlui/handle/123456789/38589
_version_ 1643798814425874432
score 13.214268

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