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Operational determinants of airline service quality: Worldwide cross-regional analysis

Summary: This study aims to identify key operational determinants of airline service quality by conducting the first airline worldwide and regional comparison. More than 350 airlines were surveyed. Airlines, airline associations, international airline agency reports, SKYTRAX, and AIRLINRATINGS publications are the main data sources. Multi-regression multi-level analysis was used to determine which independent operational variables contribute significantly to the airline service quality. Different operational determinants have different positive and negative effects on airlines service quality at the regional and flight range levels. Identifying crucial operational determinants of airline service quality levels and differentiating these determinants across regions, flight destinations, and ranges help airlines to understand their operations better and improve their service quality levels. This is one of the first studies that analyzes airline service quality operational determinants at worldwide, regional, and flight ranges.

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  • Topics: Total Quality Management
  • Keywords: Airline operations strategy, Airline service quality, Cross-regional analysis, Operational determinants
  • Author: Alkhatib, Saleh F. S.; Migdadi, Yazan K. A.
  • Journal: Quality Management Journal